Job 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 Implementation 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
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
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
13th-month pay
With Government Mandated Benefits
