General Information

Close date:

Wednesday, 31 August 2022

Working pattern:

Full time

Contract Type:





18 - 18 Support Analysis - APAC

Description & Requirements:

Join one of Australia’s rapidly growing financial technology firms. Established in 2006, Midwinter Financial Services - a Bravura Company, is expanding to be at the forefront of an evolving digital landscape. We develop leading financial planning software solutions to enable financial advisers to provide quality advice to their clients.

You will be working on AdviceOS – an award-winning application. Our software adopts simple functionality while utilising the latest in cloud computing technology. We're looking for passionate and confident Application Support Specialists to join us and provide front line support to Midwinter’s retail and corporate clients. The Midwinter Support team operates Monday to Friday from 8.30 am to 6.00 pm (AEDT).

Some key responsibilities will include: 

  • The first line of support for our clients utilising advice tech within a SaaS model  
  • Capture product enhancements, and proactively engaging with various stakeholders to implement change that is beneficial to all users
  • Respond to telephone or email inquiries received within our service level agreements (SLA’s)
  • Record all inquiries received (tickets) into the Midwinter ticketing system to keep a record of the calls and emails raised along with information relating to the outcome/resolution.
  • Maintain knowledge in Midwinter’s AdviceOS and stress testing new modules and new code releases to up-skill ready for support inquiries.
  • Develop, maintain, and deliver effective training plans to ensure the production of training materials.

To be successful in this role, you will be enthusiastic, curious and collaborative. Other key skills include:
  • Experience providing support services 
  • Understanding of the Financial Planning industry in Australia.
  • Hold or are studying towards your RG 146 (Diploma in Financial Planning) this is also advantageous
  • Ability to develop rapport with clients and become a trusted partner for their business
  • Excellent verbal and written communication skills to adapt to technical and non-technical audiences
  • Exceptional organisational and time management skills; the ability to appropriately prioritise and avoid mismanaging workflow
  • Ability to work well under pressure and communicate timelines to deliver
  • Be a team player, offer an opinion and support your team.

What we offer:

Our people are at the heart of our business. We work hard to attract and retain the best employees and provide rich experiences and a strong framework for ongoing career development.
  • Competitive salary and employee benefits scheme 
  • Flexible working hours, we value work-life balance
  • Free yoga, Pilates, HIIT and many more classes
  • Parental (including secondary) leave policy
  • Newly renovated offices that inspire Agile and collaborative ways of working