Implementation and Support Specialist

📋 Description

• Contribute significantly to the onboarding of new customers on the company platform.

• Execute hands-on system configurations for new customer environments.

• Import and set up user accounts, sites, and roles.

• Import and refresh Safety Data Sheets (SDSs).

• Import product files from customer inventory management systems.

• Collaborate directly with customer representatives to advance onboarding tasks and address setup challenges.

• Monitor onboarding progress and maintain internal documentation.

• Conduct online product training sessions for customer users via video conferencing.

• Update and maintain training materials to reflect system enhancements.

• Promptly respond to incoming customer support inquiries.

• Resolve customer issues when possible and offer practical solutions.

• Escalate complex technical problems to the development team as necessary.

• Keep precise records of support cases and their resolutions.

• Engage in product testing and quality assurance activities alongside the product development team.

• Evaluate new features and releases to ensure high-quality delivery to clients.

• Provide insights on user experience to support continuous platform advancements.

⛳️ Requirements

• Previous experience in a SaaS customer onboarding or implementation position.

• Excellent English communication skills, both written and spoken.

• High level of proficiency with SaaS platforms and cloud-based software.

• Intermediate to advanced skills in spreadsheets and data management.

• Strong attention to detail, particularly when managing product and SDS data.

• Demonstrated ability to handle multiple onboarding projects at once.

• Confident in leading training sessions for small groups of users.

• Availability to work Monday to Friday during Australian Eastern Standard Time business hours.

• Dependable and self-sufficient in a remote working setting.

• Nice-to-Have Skills: Exposure to compliance EHS (Environmental, Health & Safety) or logistics software.

• Familiarity with helpdesk or ticketing systems.

• Experience in a startup or AI-native environment.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Dayshift schedule (aligned with Australian business hours).

• Full-time employment.

• Health Maintenance Organization (HMO) coverage.

• Annual leave benefits.

• 13th-month pay.

• Includes Government Mandated Benefits.