VIRTUAL CUSTOMER ON BOARDING AND BUSINESS SUPPORT
You will be given initial training and tests to familiarise with our new business platform.
Your role will be to offer virtual on boarding sessions to connect Small to Medium size businesses to the platform. Primarily you will be dealing with business owners and office or business managers, providing a high level of customer service. You will need to conduct a brief audit of the accounting package and key business apps used by the business.
You will provide an overview of apps available, and help customers select and log into apps and sync their data. You will also help customers set up a dashboard and alerts to indicate how their business is performing. In follow-up chat, you will provide the customer with business and basic technical support to ensure everything is working successfully. This includes relaying insights from our own knowledge base and from support guides, vidoes and links provided by cloud apps and accounting packages.
You will report back to the team to document what is working well, what could be improved or made more efficient to provide business value. You need to be proactive and share learnings with fellow Customer Experience Consultants and customers. You will also need to handle basic support requests or refer to other team members, as we work a 24/7 operation to support customers.
Familiarity with the following locations is highly desirable as these are where the majority of the Small Business customers are located:
- USA (East, Central, West)
- Australia (Sydney is our HQ /Melbourne)
- Great Britain (London)
- Middle East (Dubai)
- Europe (Spain)
- South East Asia (Singapore/Malaysia)
- New Zealand
Familiarity with Intercom (chat), Jira, Confluence, Cloud Accounting packages, cloud business apps and virtual software training and on boarding is highly desirable.
Interest in working with a fast growing, global start-up as a dynamic team player helping drive customer success, with minimal supervision, is a must.