Implementation and Support Specialist

virtualstaff36 · Philippines · posted today ago

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About this role

Our client is an AI-native compliance platform purpose-built for Australian businesses that store and handle dangerous goods. They provide sophisticated software solutions designed to streamline safety and regulatory requirements across the logistics and EHS sectors.

They are now seeking to hire an Customer Onboarding and Support Specialist to ensure new customers are successfully onboarded and supported as they adopt the platform. This role is pivotal in bridging the gap between technical setup and customer confidence, ensuring users derive maximum value from the software.

Job Responsibilties:

Implementation & Customer Onboarding

Play a key role in helping new customers get up and running on the company 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)
Import product files from customer inventory management systems
Work directly with customer contacts to progress onboarding tasks and resolve setup issues
Track onboarding progress and maintain internal records

Training & Support

Deliver online product training sessions to customer users via video calls
Maintain and update standard training materials to reflect system updates
Respond to inbound customer support enquiries promptly
Resolve customer issues where possible and provide practical solutions
Escalate complex technical issues to the development team when needed
Maintain clear and accurate records of support cases and resolutions

Product Testing & QA

Participate in product testing and QA activities with the product development team
Test new features and releases to ensure high-quality delivery to clients
Provide feedback on user experience to assist with continuous platform improvement

Requirements

Previous experience in a SaaS customer onboarding or implementation role
Strong English communication skills, both written and verbal
High level of comfort 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
Confident in delivering training sessions to small groups of users
Ability to work Monday to Friday aligned to Australian Eastern Standard Time business hours
Reliable and self-managing in a remote working environment

Nice-to-Have Skills

Exposure to compliance EHS (Environmental, Health & Safety) or logistics software
Experience using helpdesk or ticketing systems
Experience working in a startup or AI-native environment