Virtual Staff 365
AI-native compliance platform
CustomerOnboardingandSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Onboarding and Support Specialist at Virtual Staff 365. Skills: Customer Onboarding, Customer Support, SaaS Implementation. 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”
What You'll Achieve.
ensure new customers are successfully onboarded and supported as they adopt the platform; ensuring users derive maximum value from the software; ensure high-quality delivery to clients; assist with continuous platform improvement
Industry & Context.
Resolve customer issues where possible and provide practical solutions
Ability to work Monday to Friday aligned to Australian Eastern Standard Time business hours
What They're Looking For.
Must Have
Previous experience in a SaaS customer onboarding or implementation role, 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, 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
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
What You'll Do.
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
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
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
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
How You'll Work.
Team & Collaboration
Work directly with customer contacts to progress onboarding tasks and resolve setup issues; Escalate complex technical issues to the development team when needed; Participate in product testing and QA activities with the product development team
Communication Scope
English communication skills, both written and verbal
Process & Methodology
Proven ability to manage multiple onboarding projects simultaneously
Full 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 **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 * Hi
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