Job Title

Position OverviewWe seek an experienced and dedicated Customer Service & SaaS Project Legend to join our dynamic team in Eltham. If you have a proven track record of exceptional client support in a SaaS environment and are eager to contribute to our mission of outstanding service, we want to hear from you.Your efficiency and effectiveness will drive the success of the company and its clients. You will be responsible for executing tasks to the highest standards of professionalism, ensuring timely completion.We are looking for a positive, proactive team player with a can-do attitude. Your willingness to go above and beyond to achieve company goals and work well within a team is essential for success in this role.Key Responsibilities:Help clients navigate and utilise their SaaS platforms, ensuring they receive top-tier support and personalised serviceConduct training sessions with our client on their SaaS PlatformsAssist with the Configuration and Support of CRM and Job Management systems, and other software programs across our clients, including ServiceM & ZohoBuild, edit, and test complex Word documents using IF statements for implementation into client systemsDesign, build and manage WordPress websites, Google Ads & Analytics AccountsHandle all Service Desk calls and provide technical supportEfficiently communicate with all customers and staff on projects and support requestsCreate, manage, and be responsible for all Support Tickets in our system, ensuring they are resolved within SLA timeframesCreate, update, and maintain user documentationContributing to the continual improvement of our servicesSkills RequiredA minimum of 2 years of experience as a Service Desk / Help Desk Analyst in a SaaS environmentExperience with Building & Managing WordPress websites.Knowledge of Job Management and Zoho CRM, as well as other job management softwareAdvanced Word and Excel skills, including knowledge of complex IF statementsHigh attention to detail and the ability to follow processes meticulouslyExceptional verbal and written communication skillsStrong customer-facing skills and the ability to perform well under pressureA strong drive to problem-solve and ensure client satisfactionThe capability to hit the ground running and take the lead in supporting our customersProficiency in MS ApplicationsMust have the ability to learn multiple applications quicklyBonus SkillsKnowledge of ServiceM8Training experienceExperience in writing business systems, procedures, and checklistsKnowledge of MagentoKnowledge of Web and Email hostingKnowledge of Google Ads and AnalyticsKnowledge of SEOPersonal AttributesMotivated to learn and grow within a supportive team culture.Training and DevelopmentTo provide exceptional support to our clients, you will be required to become our expert in all elements of ServiceM8, which means you will need to learn it thoroughly on your own time. This will involve comprehensive onboarding training sessions and watching training tutorials on your own time to quickly become proficient in the platform. You will collaborate closely with our existing help desk member, emphasizing the importance of teamwork and information sharing. Our goal is to ensure you have the skills and knowledge necessary to excel in your role and deliver outstanding service to our clients.Job Types: Full-timePlease note:There will be a training period at the commencement of this job, and these hours will be paid at a reduced rateThis position might start on a casual basis with the expected working hours to be between 20-38 per week, with the opportunity of becoming permanent full-time/part-time for the right candidates.The training period will be shorter days, as there is a lot to learn and we want everyone to have the space to absorb the information without too much pressure.You will be required to watch video tutorials on your own time to assist you in the training process and ensure you get up to speed as quickly as possible.Once training is complete, we will need 9am to 5pm availability 5 days a weekCasual Pay Rate of between $28.00 $35.00 per hour and if a permanent position is offered, it will be between $47,000 & $55,000 pro-rata.If you thrive in a fast-paced, ever-changing environment and meet the qualifications outlined above, we encourage you to apply and become a valued member of our team. #J-18808-Ljbffr