Find your next job at a growing startup


Customer Service Representative (On-site)



Customer Service
Posted on Friday, May 31, 2024

Job Description

KLDiscovery Ontrack, a leading global provider of electronic discovery, information governance and data recovery services.

This role is part of a small and dedicated regional team based out of West End with connections to the wider APAC and global teams. A strong sense of teamwork and a desire to constantly excel are essential.

The Data Services Representative will maintain, manage, and grow revenue according to objectives.

The successful candidate will carry out the following essential functions:

  • Focus on incoming business; generate data recovery contracts with an objective to push into the sales funnel.
  • Focus on converting opportunities within the sales funnel to qualified data recovery sales.
  • Continuously prospect for new ‘Partner Programme’ candidates.

This is a full-time time position working out of our West End location in Brisbane.

At KLD we invest in employees and their families by placing their wellbeing first. We offer competitive total compensation that includes base pay, bonus potential, inclusive benefits, wellness programs, and perks. We use market and industry data to inform pay decisions while considering geography and labor markets, individual experience, and business needs. Individual compensation will vary, although a reasonable estimate of the current annualized base pay range for this position is 55,000 to 65,000 AUD.

The Role

As a Data Services Representative you will help to provide the communication between our customers and our team of engineers. You'll help our customers from start to finish - guiding them through the process of sending in their media, providing updates on the recovery process, and organizing payment and approval at the end. Extensive on the job training will help you translate complex engineering updates into simple language to cater to the variety of customers we see on a day-to-day basis.

The Environment

The Brisbane office is a small and friendly team environment that combines all the benefits of working in a smaller office with the backing and room for growth that comes from working for a large global company. The role is an inbound role with no calling out - dealing with customers who need our help. Enjoy meaningful work, helping people out in a time of crisis.

Qualifications and Experience

  • Great Customer Service skills and an eagerness to help people are essential
  • Great communication and phone skills, and a friendly manner
  • An ability to help customers in emotional and stressful situations
  • Good skills in the Microsoft Office suite of programs
  • Solid attention to detail
  • Salesforce experience a plus

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

  • Humble - No one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
  • Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
  • Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers. It helps us stand out in an ever-increasing crowd of providers. It is special and it is unique. It is KLDiscovery.

About Us

Ontrack is the data recovery and data destruction business of KLDiscovery, a global provider of eDiscovery, information governance and data recovery solutions. At the core, we understand that data is the lifeblood of a business.

Effectively managing information is critical to any business. However, protecting data, while managing it for legal and regulatory demands, can be complex and time consuming, and can divert focus from core business priorities. This is where we help our customers.

With world-renowned experts and an unmatched breadth and depth of global solutions, we are an experienced and trusted partner. We deliver consultative services and leading technologies that promote repeatable business processes so our customers can focus on the rest of their business needs.

Data Recovery Solutions

With cleanroom facilities worldwide and engineering expertise in every major global region, customers count on Ontrack for global data recovery, restoration and destruction needs.

Utilizing the dedication of a strong team of research and development experts, Ontrack has developed hundreds of proprietary solutions over the past 30 years to recover data from tapes, hard drives, solid state drives, flash media, mobile devices, virtual environments, operating systems, and myriad other storage devices. We serve our clients through in-lab, remote and do-it-yourself capabilities that meet the direct need of consumers, businesses, and the enterprise. We additionally offer customized solutions to address complex, high-end enterprise environments and newly emerging technologies.

In addition to data recovery, Ontrack offers secure erasure software and services to permanently erase all traces of information from media prior to disposal, essentially protecting sensitive information from falling into the wrong hands. Finally, our Ontrack PowerControls suite of products empowers the ability to search, collect, recover, restore, and manage data efficiently across Microsoft Exchange, Office 365, Microsoft SharePoint and SQL.

KLDiscovery is an Equal Opportunity Employer.