XODA Software Support and Onboarding Specialist

Company Description

We have a vision to revolutionize the entire health and wellness industry. We provide a centralized operating system that allows businesses to configure and program a set of tools to give them what they need. We are helping business owners thrive and succeed in a competitive market and we are giving gym goers more reasons to stay healthy. If providing a centralized solution for businesses is what we do then our culture is how we do it. We are a collaborative and inclusive environment where everyone has a voice.

• Are you interested in the detail?
• Do you love delivering actual value to customers?
• Do you show initiative and are self motivated?
• Do you desire the opportunity to build and create your division in our global business?
• Are you a hands-on 'get it done' person?

Job Description

You will have hands-on experience in the end-to-end support life cycle from the  initial customer inquiry, triage, replication, and the writing of bug reports for our development team. Communication is key for this role so we would expect that you have the ability to communicate clear updates to our customers, stakeholders and development team in a timely manner. Having worked in a Support role in a SaaS business previously, you will also have a sound understanding of bug prioritization and be adept in the coordination of bug fixes.

Tasks and responsibilities:

• Onboarding new customers and conducting initial training.
• Deliver top tier service to all XODA customers
• Respond to customer enquiries in a timely and efficient manner
• Assist new customers implement software into their business 
• Document process and improve efficiencies around onboarding.
• Coordinate bug fixes with our development team based on priority
• Deliver updates to customers with crystal clear communication
• Record and share customer feedback to create a continuous service improvement framework
• Champion the voice of the customer internally by giving product feedback to our Product and Engineering teams in an effective manner for improvements and road mapping
• Partner with internal stakeholders to ensure operational excellence
• Actively participate in cross-functional activities. 
• Become a product expert across all of XODA platforms

Qualifications

•  Fluency in English is mandatory.
• 3+ years’ experience in Product Support in a SaaS environment
• Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions.
• Experience managing issues through the end-to-end support lifecycle: initial customer inquiry, triage, replication, and writing effective bug reports for our development team
• Ability to translate technical and complex issues to non-technical people
• Experience managing and maintaining ticket logging tools ( JIRA, Hubspot)
• Experience in coordinating and prioritizing bug fixes
• Sound understanding of Incident and Problem management
• Proven success in building strong customer relationships
• Understanding of Customer Onboarding
• Strong organizational and time management skills

Additional Information

What's on Offer :

• The opportunity to join a rapidly evolving scale-up that's on an incredible journey of growth.
• A generous base salary with company performance bonuses
• The latest hardware, software and tools
• Join a mission-led company and genuinely positively impact multiple industries and the people operating in them.
• Office in Sydney CBD
• Work flexibility
• Operating in the health and wellness space has driven us to sponsor various fitness and wellness activities. 
• We also encourage you to get involved in the community, attending talks and events, whatever interests you.
• We celebrate as a team regularly and hold XODA offsite events.

Joining XODA:

As an inclusive, team-first company, our people are at the essence of everything we do.

We care profoundly about building a workplace where our team members feel valued, appreciated and empowered. 

As XODA continues to evolve, innovate and support our customers, we encourage our team members to do the same with their careers. As such, we provide ongoing opportunities to grow and make a real difference.

We value flexibility and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all and genuinely care about designing better experiences – for our customers and our team.

Employment Type

Full-time/Permanent