Deskripsi Pekerjaan
Join a dynamic Australian health-tech firm as a Customer Onboarding & Success Specialist and become the cornerstone of our clients' journey. In this fully remote role, you'll guide new customers through implementation, provide hands-on technical support, and drive product adoption to maximize retention and satisfaction. Collaborate with cross-functional teams to resolve complex issues, develop personalized onboarding plans, and serve as the primary point of contact for ongoing support. This position offers the flexibility of working from home while contributing to a company revolutionizing healthcare technology. Ideal candidates will combine IT expertise with exceptional customer service skills to transform new users into loyal advocates.
Tanggung Jawab
- Lead end-to-end customer onboarding processes including setup, training, and initial troubleshooting
- Provide remote technical support for application-related inquiries and issues
- Develop customized success plans aligned with customer business objectives
- Monitor product usage metrics to identify adoption barriers and improvement opportunities
- Collaborate with product teams to relay customer feedback and feature requests
- Proactively engage customers to ensure satisfaction and identify upsell potential
- Maintain detailed documentation of customer interactions and resolutions
Kualifikasi
- Minimum 2 years in customer success, onboarding, or technical support roles
- Proven IT troubleshooting experience with SaaS or health-tech platforms
- Excellent communication skills with ability to explain technical concepts simply
- Proficiency in CRM systems and customer support tools (e.g., Zendesk, Salesforce)
- Ability to work Australian business hours (AEST/AEDT) independently
- Strong problem-solving skills with customer-centric approach
- Experience in fast-paced, evolving tech environments