Customer Onboarding and Support Specialist
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Description
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
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- 13th-month pay
- With Government Mandated Benefits
Skills
As published by workable · 31 questions · 4 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Summary, Resume, Cover letter
Short answers (8)
- How much is your expected monthly salary in Philippine Peso for this position?
- If you are shortlisted, we would like to contact you on Google Chat or MS Teams. Please provide your email ID ( e.g. "MS Teams - sample@email.com")
- Please provide a link to your LinkedIn profile account.
- Please upload a 1-2 minute VIDEO recording summarising your work experiences. You can use any platform you prefer. Once recorded, upload your video to your preferred drive and share the link here. Ensure the link is accessible to anyone with the link. Record in your working area, ensure a quiet environment and maintain a professional appearance. Note that this is MANDATORY, and we cannot proceed with your application without it.
- What tools and platforms are you proficient with? Please specify.
- Do you currently have any full-time, part-time, or side commitments? If yes, how much notice do you need to render, and how soon would you be able to start and fully commit to this role?
- Will you require maternity/paternity leave within the next 12 months? If not, then do you have any prior planned leaves? Please specify.
- What is your current internet service provider, and what alternative or back-up internet connection do you have in place?
Pick from a list (16)
- We’re seeking someone who can dedicate themselves fully to the role. Please apply only if you are not currently employed in another full-time position or can transition out of it before starting. Can you confirm that you’ll be available to start this role without any conflicting commitments, including part-time, full-time, or freelance work?
- Please note that as a requirement, we will implement a Time Tracker system. Its purpose is to ensure transparency for our clients, indicating our active involvement in our tasks, and to maintain an accurate record of daily working hours. Could you please confirm your willingness to use this system?
- If you are hired by us, you will be engaged under a Philippines Employment Model contract, which means your government-mandated benefits will be fully covered and seamlessly managed on your behalf. Would you be comfortable with this arrangement?
- The majority of our clients expect our staff to be available for live video chats at short notice. Do you believe you'll be able to commit if they connect with you unexpectedly?
- Have you worked for an Australian client before?
- Do you have at least 2 years of experience in a software implementation or technical support role?
- Have you previously worked within the SaaS industry?
- Do you have experience managing the end-to-end onboarding process for new clients?
- Are you comfortable delivering software training via video conferencing tools?
- Do you have experience importing and configuring data within a software platform?
- Have you used helpdesk or ticketing systems to manage customer enquiries?
- Do you have experience participating in software QA or user acceptance testing?
- How many monitor/s do you have available?
- I hereby authorise VirtualStaff365 to contact my previous employers, supervisors, and references for the purpose of verifying my employment history and qualifications. I consent to the collection and processing of my personal data in accordance with the Philippines’ Data Privacy Act of 2012 (Republic Act No. 10173).
- Please note that an active NBI clearance is required before we can process your application. Candidates without an active NBI clearance will not be considered until they obtain one. Do you understand and agree to this requirement?
- Do you currently have an active NBI clearance?
Written answers (4)
- In 100 words, please tell us about those experiences you had that is related to this role.
- What motivates you to seek a new opportunity and move on from your current/previous role?
- Please provide two direct report reference contacts (Name and Mobile No./Email add)
- If Only Applicable: If you selected "HIT", please briefly state the reason for the HIT (if known), and how many working days you were advised it would take to process. Write N/A if not applicable.
Attachments (3)
- Please attach a screenshot of your PC/Laptop specs.
- Please upload a screenshot of your internet speed test result using this link: https://fiber.google.com/speedtest/. STEPS: (1) Use Google Chrome browser (2) go to https://fiber.google.com/speedtest/ (3) Change the server to any Melbourne/Sydney provider (4) run the speed test (5) take a screenshot.
- Please upload a digital copy of your valid NBI Clearance. We also accept a screenshot of your NBI appointment or a valid Police Clearance as an alternative.