Support Centre Agent

About us

aXcelerate is a leading Australian SaaS company transforming the way organisations develop skills, manage learning, and build workforce capability. Our integrated platform combines a powerful Student Management System (SMS), Learning Management System (LMS), and Skills, our workforce competency management solution, to help training providers, enterprises, and government organisations simplify compliance, streamline operations, and develop confident, capable workforces.

Trusted by over 1,300 organisations and powering more than 2.8 million learners, we're redefining how learning and workforce capability are managed across Australia as we expand our impact internationally.

Recognised as a Great Place to Work for three consecutive years, we're proud of a culture that empowers our people to innovate, collaborate, and grow. As we continue our exciting expansion into new markets and industries, there's never been a better time to join our team.

The opportunity

As a Support Support Agent you will join our Support call centre team to provide first line technical support to our customers based out of our Toowong office.

Whilst the role will be located in Brisbane, you will have the ability to work remotely up to 2 days per week (upon successful training is completed).

Responsibilities

• Provide technical support to customers via incoming calls, live chat, and a ticketing system, answering questions and resolving issues related to our software.
• Deliver high-quality customer service through professional, clear communication and a consistently helpful, positive attitude.
• Communicate effectively with customers, building rapport to enhance user satisfaction, trust, and long-term retention.
• Manage and resolve customer inquiries, escalating issues when required to ensure timely and effective resolution.
• Meet service standards, completing tasks within defined response and resolution timeframes.
• Accurately log and maintain records of all customer interactions, issues, and actions using our Service Management System (Zendesk).
• Utilise multiple systems and tools to diagnose issues, support customers effectively, and continuously build product knowledge of the aXcelerate platform.
• Develop strong product knowledge, enabling confident troubleshooting and customer guidance.
• Collaborate with cross-functional teams, sharing customer insights and pain points to help drive product and service improvements.

About you

• Experience in a client or customer-facing role is essential; experience in software or tech support is a bonus, with a strong ability and willingness to learn being key.
• Previous experience in a contact centre environment will be highly regarded.

What we offer

• A central location, close to public transport, cafes and shops, with free on-site parking available.
• A vibrant, supportive and team-oriented culture, with regular team activities and social events.
• Opportunities for flexible and hybrid working.
• A focus on professional development and learning, with access to our LMS, external and internal training opportunities and your own personal annual PD budget
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our Employment Hero app.
• Opportunities for career development with well defined career pathways across the business.
• Proud members of Women in Technology with access to networking events, professional development opportunities and resources.

We're looking for individuals who resonate with our values - H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process, please let us know by emailing *******@axcelerate.com.

aXcelerate acknowledges the Traditional Owners of the land where we work, live and learn and we pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land. We are committed to fostering learning and development in the communities that we serve.