Software Support and Onboarding Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Demonstrated expertise in the complete support life cycle, including initial customer inquiries, triage, replication, and the preparation of bug reports.

• Clear communication with customers, stakeholders, and the development team.

• Facilitate the onboarding process for new customers and provide initial training.

• Deliver exceptional service to all XODA customers.

• Respond promptly and efficiently to customer inquiries.

• Support new customers in integrating software into their operations.

• Document procedures and enhance efficiencies related to onboarding.

• Collaborate with the development team to prioritize and coordinate bug fixes.

• Provide timely updates to customers with effective communication.

• Gather and disseminate customer feedback to foster a framework for continuous service improvement.

• Advocate for the customer’s voice internally by providing product feedback for enhancements.

⛳️ Requirements

• Proficiency in English is essential.

• Over 3 years of experience in Product Support within a SaaS context.

• Strong skills in troubleshooting, root cause analysis, and problem-solving related to SaaS solutions.

• Experience in managing issues through the complete support lifecycle, from initial customer inquiry to triage, replication, and crafting effective bug reports for the development team.

• Capability to simplify and explain technical and complex issues to non-technical audiences.

• Familiarity with managing and maintaining ticket logging tools such as JIRA and Hubspot.

• Experience in coordinating and prioritizing bug fixes.

• Solid understanding of Incident and Problem management.

• Proven ability to establish strong customer relationships.

• Knowledge of Customer Onboarding processes.

• Excellent organizational and time management abilities.

🏝️ Benefits

• An opportunity to be part of a rapidly growing scale-up embarking on an exciting journey of development.

• Competitive base salary complemented by company performance bonuses.

• Access to the latest hardware, software, and tools.

• Join a mission-driven organization and make a meaningful impact across various industries and the individuals within them.

• Flexible work arrangements.

• Our focus on health and wellness drives us to sponsor a variety of fitness and wellness initiatives.

• We encourage community involvement, including attending talks and events that align with your interests.

• We celebrate our successes as a team regularly and host XODA offsite events.