Job Title

Infocus Wealth Management Maroochydore QLDFor over 30 years, Infocus has grown into a national advisory firm. Platformplus, our proprietary technology ecosystem, supports our clients by providing effective, efficient and easy-to-drive systems that enable our financial adviser clients to provide great financial advice. As a Service Support Specialist, youll help advisers and their staff get the most out of Platformplus by providing technical support for both AMS and WRAP systems, answering questions, troubleshooting issues, and ensuring users have the knowledge and resources they need to use the platform effectively.ABOUT THE ROLEAs a Service Support Specialist, youll be the first point of contact for advisers and their staff using our proprietary software, including AMS and WRAP systems. Were seeking someone confident with systems and technology, who can provide clear, effective support to our clients.In this role, youll deliver technical assistance, answer queries, troubleshoot issues, and guide users to get the most out of our software. Maintaining documentation, contributing to continuous improvement, and collaborating with internal teams to resolve issues and enhance our platform are also key parts of the role. This position is ideal for someone who is organised, proactive, and enthusiastic about learning, with a genuine passion for technology and systems.KEY OBJECTIVESAct as the first point of contact for advisers and their staff, providing timely and effective support for all queries related to our proprietary software.Support the onboarding of new offices, including system setup, data migration, and ensuring a smooth transition for advisers and clients onto the platform.Take ownership of technical issues, manage escalations, and work collaboratively with internal teams and third-party providers to ensure prompt resolution and compliance with service standards.Gather feedback, participate in testing new features, and recommend enhancements to ensure the platform remains effective and user-friendly.Tailor support to meet the needs of the adviser network, ensuring a high standard of service and a positive user experience.ABOUT YOUMinimum 2 years experience in software support/helpdesk or similar role, ideally within financial services.Strong technical aptitude and ability to quickly learn new features and processes.Exceptional communication skillsconfident, clear, and client-focused.Strong organisational skills with capacity to manage multiple tasks and deadlines.Intermediate skills in MS Office suite, particularly in Word & Excel.Willingness to jump in and assist wherever required to achieve the best outcomes.Demonstrated ability to plan and co-ordinate workload and be able to meet competing deadlines.A proactive mindset and ability to work independently and as part of a team.Resolved platform support queries via helpdesk tickets, phone calls, and emails, ensuring timely and accurate responses.Managed inbound and outbound adviser communications and provided query support to advisers and internal teams across both the AMS and investment WRAP platforms.Updated and managed product data within the CRM to reflect changes in platform investment menus, supporting governance and reporting accuracy.Participated in the weekly team meeting, sharing wins, discussing challenges, and collaborating to improve outcomes for adviser clients.Collaborated with the technology team during monthly catch-ups to exchange ideas, provide feedback, and identify workflow improvements for CRM processes.Assisted with reviewing and distributing client communications, ensuring clarity, logical presentation, and suitability for retail clients.Tested platform enhancements and bug fixes prior to each release, documenting issues and providing feedback to developers to ensure quality and functionality.Supported development cycles by validating new features against business requirements and escalating defects for resolution.WORKING AT INFOCUSAt Infocus we are passionate about providing a workplace that empowers and strengthens our staff. We challenge each other to be innovative, confident and break down barriers. We are committed to ensuring we have a strong team culture and some of the ways we do this is by providing:Team activities and events to encourage cross-team collaboration;Commitment to both upskilling team members and advocating for internal promotions first, wherever possible;Confidential support for you and your family through our Employee Assistance Program;AIA Vitality membership program, providing discounts & offers for a variety of retail outlets and wellness centres.Please note interviews will be scheduled for January 2026. #J-18808-Ljbffr