Product Implementation Specialist

2 weeks ago

Sydney, New South Wales, Australia iFoodDecisionSciences Full time

Job Title:
Product Implementation Specialist - Australia (Remote)

Reports to:
Director, Implementation & Support

Department:
Operations

About Us


The food service industry is rapidly digitizing, creating a wave of change driving career opportunities for those with an entrepreneurial mindset, a strong work ethic, and the willingness to adapt and grow.

iFoodDS offers a food safety, traceability and quality platform for use across the global food supply chain (growers, harvesters, packers/shippers, processors, distributors, grocery retailers and foodservice providers).

Our market is huge ($10B+), international and growing.

We are at the cutting edge of a major shift in how the agricultural industry uses technology—moving from analog processes to digital systems, data analytics and Artificial Intelligence.

iFoodDS enables transparency across the supply chain, and helps our customers gain process efficiencies, maintain regulatory compliance, and send safer, wholesome food to market.


Job Overview


We are seeking a customer-obsessed individual in Australia that is a motivated self-starter with strong SaaS product configuration and support expertise to provide outstanding product software implementation and support services to our iFoodDS customers.

Our Product Implementation Specialist provide a crucial link between our Customers and our Project, Account, Product and Development teams, setting up newly purchased products per customer specifications, addressing configuration requests and technical issues and advocating for resolutions, bug, enhancement, or process fixes that better the iFoodDS experience for our customers.


This role requires a clear communicator with strong SaaS product configuration and support skills and a passion to provide great customer experiences for our iFoodDS customers.


Responsibilities and Duties

  • Conducts product setup and provisioning for new customer implementations, upgrades and addons, partnering with Implementation Project Managers to ensure the scope of work is completed per customer requirements and specifications
  • Assists in educating clients by explaining procedures; answering questions; providing information and training on product features
  • Monitors and updates product support ticketing system as well as provides regular provisioning status updates to Project Managers regarding customer implementations
  • Collaborates with other team members to provide quality assurance testing on implementations, product configuration requests and new product features
  • Assists with product demos, client specification reviews or other salessupport activity as assigned
  • Periodically monitors ticketing system or oncall phone after hours on a rotational basis for critical customer issues or outages
  • Partners with other team members to provide ongoing process, training and tools improvement recommendations
  • Maintains comprehensive knowledge of iFoodDS products and procedures by studying new product/enhancement descriptions and participating in iFoodDS educational opportunities
  • Some travel required for customer onsite visits and training and, from time to time, to other offices for training and key meetings

Qualifications

  • Minimum 5 years' experience in software customer support, configuration, or quality assurance
  • Bachelor's Degree or equivalent job experience is required
  • Working experience with support ticketing systems (e.g. Jira, Zendesk, Salesforce) and enterprise reporting solutions (Tableau experience preferred)
  • Excellent interpersonal and relationship skills
  • Excellent verbal and written communication skills; including the ability to communicate technical issues to nontechnical individuals at all levels
  • Proficiency in multitasking and strong attention to details

Key Benefits

  • Meaningful work
  • Positive "Can Do" Company Culture and Core Values
  • Competitive salary
  • Flexible and remote working
  • Please note that the Company participates in E-Verify and will provide the federal government with your Form I9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, the Company is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the Company can take any action against you, including terminating your employment._

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