Implementation and Support Specialist

1 hour, 1 minute ago
Full-time
Junior
Customer and Technical Support
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016

Description

  • Guide new customers through onboarding and help them get up and running on the platform.
  • Perform hands-on system setup for new customer environments.
  • Import and configure user accounts, sites, and roles.
  • Import and update Safety Data Sheets (SDSs) and customer product files.
  • Work directly with customer contacts to progress onboarding tasks and resolve setup issues.
  • Track onboarding progress and maintain accurate internal records.
  • Deliver online product training sessions to customer users.
  • Respond to inbound customer support enquiries and resolve issues where possible.
  • Escalate complex technical issues to the development team when needed.
  • Participate in product testing and QA, including testing new features and releases and sharing user experience feedback.

Requirements

  • Previous experience in a SaaS customer onboarding or implementation role.
  • Strong written and verbal English communication skills.
  • Comfort working with SaaS platforms and cloud-based software.
  • Intermediate to advanced proficiency in spreadsheets and data management.
  • Strong attention to detail, especially when handling product and SDS data.
  • Proven ability to manage multiple onboarding projects simultaneously.
  • Confidence delivering training sessions to small groups of users.
  • Ability to work Monday to Friday aligned to Australian Eastern Standard Time business hours.
  • Reliable, self-managing, and effective in a remote working environment.
  • Exposure to compliance, EHS (Environmental, Health & Safety), or logistics software is preferred.
  • Experience using helpdesk or ticketing systems is preferred.
  • Experience working in a startup or AI-native environment is preferred.

Benefits

  • Permanent work-from-home setup.
  • Dayshift schedule aligned to Australian business hours.
  • Full-time employment.
  • HMO coverage.
  • Annual leave.
  • 13th-month pay.
  • Government-mandated benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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