Who we are?
InfoTrack is a leading SaaS technology innovator that is helping a range of professionals, businesses and individuals in a digital age. We care about what we do and the people we work with. We partner with our clients to identify their challenges and constantly look for ways to evolve our products to maximise their impact.
The Role
Provide expert support to national clients for InfoTrack’s range of search-related products, including national, international, and Off-the-Plan solutions. Deliver exceptional customer service through phone and email, leveraging in-depth product knowledge, system expertise, and independent research to resolve client queries efficiently
About you
You are a results-driven professional who sets ambitious goals for yourself and your team, tracking progress closely and striving for continuous improvement. Highly organised and strategic, you plan and prioritise work to ensure efficiency and effectiveness. You excel at building collaborative relationships, using strong partnerships to achieve objectives and deliver outstanding outcomes. With a client-focused mindset, you ensure that business decisions and actions are guided by the client’s perspective, fostering satisfaction, loyalty, and long-term relationships.
Key Roles and Responsibilities
- Liaise with internal stakeholders and authorities, conducting research to provide accurate responses to client queries.
- Identify, record, analyse, and verify reported issues, including step-by-step reproduction, and escalate to relevant stakeholders when required.
- Provide thorough resolutions to clients, explaining reasoning clearly and effectively.
- Communicate promptly, clearly, and accurately with clients and InfoTrack teams, meeting established customer service expectations.
- Maintain and meet national client service standards, practices, and KPIs.
- Assist with major account projects as directed, including international search requests and client ordering.
Skills, Knowledge and Experience:
- Firsthand, intermediate experience or qualifications in Legal, Conveyancing, or Searching.
- Strong track record of providing professional and responsive customer service.
- Experienced in conducting independent research to inform decisions and support outcomes.
- Proven ability to achieve targeted outcomes and meet increasing work challenges.
- Skilled at handling tasks requiring high accuracy and thoroughness.
- Committed to ongoing professional development, quickly acquiring new knowledge and skills as needed.
- Experienced in managing multiple tasks or projects simultaneously, adapting to changing priorities.
- Motivated by meeting and exceeding work challenges, delivering measurable results.
The Rewards and Culture
What We Offer:
Personal Development We have a rich history of providing people with growth opportunities throughout their InfoTrack journey. We provide our people with professional development plans, technical training, leadership programs, and clear career progression opportunities.
Reward & Recognition We have a culture of recognising the contributions of our people and rewarding them for their impact. We have various formal recognition programs as well as access to our employee share scheme. We put an emphasis on staff happiness, so we have a well-stocked snack cupboard, weekly catered lunches, free breakfast every morning and locally based social committees that drive events for each office including a Table Tennis competition.
Health & Wellbeing We care about our people’s well-being and that is why we offer a range of benefits including fully covered gym memberships, monthly in-house massages, progressive leave policies and access to an Employee Assistance Program.
Join a company that puts people first, where your contributions are valued, and your potential is supported every step of the way. Apply now or message us directly to find out more!
At InfoTrack we are a diverse workforce and we’re proud to be an equal opportunity employer. We believe our differences make us stronger. We therefor encourage applications from Aboriginal and Torres Strait Islander people and people of all cultures, abilities, sex, and genders.
