Support and Implementation Specialist

1 week ago

Melbourne, Australia RetailCare Pty Ltd Full time

About RetailCare

We are a retail technology agency for hospitality, traditional and online retailers offering everything from simple Point of Sale (POS) to ERP software solutions, integrated online business eCommerce development, retail hardware requirements and managed service. Our mission is to be the technology partner for hospitality and retail business, supporting them with solutions in-store and online that make their lives easier and empower them to grow.

About the role

RetailCare is looking for a vibrant, excited, energetic individual who has a passion for retailing in store and online. We have a full-time position available for a Point of Sale (POS) Support and Implementation Specialist.

At RetailCare a Support and Implementation Specialist is responsible for client onboarding of new solutions. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas that require improvement. Support and Implementation Specialist will also provide technical support to customers with the goal to keep customers satisfied with the business’s products.

Think of the your role as a mentor for your customers. You will explain the sales process and ensure everything runs smoothly after a purchase. You will work with customers to ensure they're receiving the tools and support needed to achieve their goals. You will have an in-depth understanding of the customer's needs and are responsible for communicating to the customer and internal teams on projects and support tasks.

**Key Responsibilities of a Support and Implementation Specialist**
- Client Project lead. You will lead the delivery of the POS implementation projects using our existing project management solution. You will provide customer and internal updates as well as assigning tasks to both.
- Advocate for the company. Since your role works one-on-one with customers, you have an opportunity to significantly influence your customer base. You will act as personal cheerleaders for the business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their network.
- Onboard new customers. Onboarding is one of the biggest priorities for your role. That's because it's extremely important to educate customers on how to use our products. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals. This will include database management/cleansing and importing into the new software.
- Encourage upsells and cross-sells to help increase a customer's lifetime value.
- Build relationships between customers and the support team. Technical issues, minor product problems, and basic business questions should be geared towards your customer support team.
- Establish and maintain Customer Support Practices. Working with the support team, you will help with creating policies and procedures that optimize the customer experience.
- Provide Technical and Product Support. You will be often called upon to provide technical support to customers or to provide training on their products.
- Rotating weekend support roster. You will be part of the support team to provide weekend support for our customers, and be paid extra when rostered on as well.

**Support and Implementation Specialist Skills**
- Proficient in Microsoft Office Suite, specifically Excel.
- Knowledge of customer service practices
- Technical aptitude and ability to learn software programs
- Knowledge of technologies such as, IT networking, internet technologies.
- Customer-First Mindset
- Communication
- Relationship Management
- Retail Industry Knowledge
- Problem Solving
- Managing Expectations
- Time Management
- Data Integration
- Project Management
- Retail Experience and understanding of Point of Sales systems would be advantageous
- Experience in working to KPIs
- An understanding of PSA software preferable Autotask/Datto

An individual will also troubleshoot problem areas in a timely and accurate fashion, be a multi-tasker and provide end user training and assistance where required. Responsibility will also include answering inbound support calls, recognising customer issues & entering the information in our ticketing system.

You will be provided with a company laptop.

At this point in time you will have the opportunity to work from home and onsite collaboration with team members as well.

You will also be punctual and reliable, and possess good time management skills. You will have a 'helpful' nature and be happy to assist your colleagues as needed. You will show initiative to carry out assigned tasks and be able to multi-task your work due to your organised nature. You will be keen to learn and grow within your role so as to add value to the business and become an integral part of t

  • Advisor - Implementing Evidence in Child, Youth &

    7 months ago

    Melbourne, Australia Centre for Evidence and Implementation Full time

    About the role Advisor - Implementing evidence in child, youth & family services (Melbourne) Are you an evidence and implementation champion wanting to make a real difference in child, youth and family services? Do you have high-level interpersonal and communication skills, coupled with demonstrated experience in delivering project excellence? Are you...

  • Advisor - Implementing Evidence in Child, Youth &

    7 months ago

    Melbourne, Australia Centre for Evidence and Implementation (CEI) Full time

    Are you an evidence and implementation champion wanting to make a real difference in child, youth and family services? Do you have high-level interpersonal and communication skills, coupled with demonstrated experience in delivering project excellence? Are you interested in joining a diverse, global team that values its people, nurtures professional growth...

  • Practice Implementation Manager

    3 weeks ago

    Melbourne, Australia Melba Support Services Full time

    Permanent, full-time - Flexible Work - Hybrid Working - Join a human right, values-based Organisation Access to Not-for-Profit Salary Packaging **About Melba** For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what...

  • Implementation Specialist

    6 months ago

    Melbourne, Australia Edrolo Full time

    **Client Services & Implementation Specialist** **Who Are We?**: If you're looking to make the move to a growing company making a real, positive difference in the world, a role in our Implementation Team might be for you! Edrolo is an Australian, venture-backed ed-tech startup with a mission to improve education. Our in-house content production, tech,...

  • Implementation Specialist

    6 months ago

    Melbourne, Australia Edrolo Full time

    **Client Services & Implementation Specialist** **Who Are We?** If you’re looking to make the move to a growing company making a real, positive difference in the world, a role in our Implementation Team might be for you! Edrolo is an Australian, venture-backed ed-tech startup with a mission to improve education. Our in-house content production, tech,...

  • Implementation Specialist

    7 months ago

    Melbourne, Australia Solera Full time

    Implementation Specialist (P3) - Melbourne, Australia Who We Are The Role We are looking for an Implementation Special, as part of the Professional Services team, who will be responsible for managing projects to ensure the delivery of customer focused products. This role reports directly into Implementation Manager of Australia. What You’ll...

  • Implementation Specialist

    7 months ago

    Melbourne, Australia Hammertech Global Full time

    Full-Time | Hybrid Environment | Melbourne, Australia**Who is HammerTech?** HammerTech is the Compliance, Risk and Safety Control Tower software platform for the construction industry. Our mission is simple: help the trillion-dollar construction industry reduce risk, improve productivity, and increase profits—safely. We have 400+ incredible clients and...

  • Implementation Specialist

    7 months ago

    Melbourne, Australia Reward Gateway Full time

    Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more. With our shared missions of ‘Making the World a...

  • Implementation Specialist

    2 months ago

    Melbourne, Australia Simpro Full time

    First Things First - What We Can Offer You - Free daily breakfast and lunch provided - Flexible working arrangements - Monthly RDO (Full time employees) - Ground-breaking parental leave program - Up to 4 weeks' annual "Work from Anywhere" benefit - Opportunities for growth, development and career progression - Fun team camaraderie and events - Paid volunteer...

  • Implementation Specialist

    7 months ago

    Melbourne, Australia Solera Full time

    Implementation Specialist (P3) - Melbourne, Australia Who We Are The Role We are looking for an Implementation Consultant, to become part of the Solera Professional Services stream, who will be expected to become an expert in the installation and use of the Hollander Pinnacle product suite. You will support the post sales process by delivering server...

  • Implementation Manager

    7 months ago

    Melbourne, Australia Edrolo Full time

    This role is responsible for managing a team of Implementation and Data Specialists to deliver high-quality support to Edrolo’s clients and end users. This entails understanding the company and team’s strategic direction, vision, and mission, and translating these into clear, measurable, and motivating goals and priorities. The Implementation Manager is...

  • Implementation Consultant

    7 months ago

    Melbourne, Australia Certus Recruitment Group Full time

    **Implementation Consultant** **Melbourne** **110-140k + Super + Bonus + Benefits** Our SaaS vendor client is a fast-growing transport Management solutions provider. This innovative organisation utilises the latest technologies to drive logistic efficiencies. To meet customer expectations, they now have an immediate and exciting opening for an...

  • Specialist Support Coordinator

    6 months ago

    West Melbourne, Australia Gateways Support Services Full time

    West Melbourne location - 6 month contract opportunity - Generous hourly rate and salary packaging available - Bi-monthly external clinical supervision and training opportunities - West Melbourne location - 6 month contract opportunity - Generous hourly rate and salary packaging available - Bi-monthly external clinical supervision and training...

  • Research Assistant

    3 months ago

    Melbourne, Australia Centre for Evidence and Implementation Full time

    About the role Are you a dynamic and organised mixed methods researcher, with a passion to drive social change through better evaluation and implementation? Do you have a keen eye for detail and demonstrated skills and experience, as well as a flexible, adaptable approach? Are you interested in joining a diverse, global team that values its people,...

  • Principal Advisor, Evidence in Practice

    7 months ago

    Melbourne, Australia Centre for Evidence and Implementation Full time

    About the role - Are you passionate about driving evidence-based transformation in child and family services? Do you have a solid track record in designing and implementing evidence-informed practices in human services? Are you interested in joining a diverse, global team that values its people, nurtures professional growth and emphasizes collaboration? If...

  • Implementation Support Analyst

    7 months ago

    Melbourne, Australia Global Health Limited Full time

    **About Global Health** Global Health provides hospitals and health services with software to connect clinicians and consumers, streamlining the patient journey. We were founded in 1991 and have developed a portfolio including software solutions that support the clinical and business operational needs of healthcare organisations. **Position...

  • Implementation Specialist

    7 months ago

    Melbourne, Australia Edrolo Full time

    **Who Are We?** If you’re looking to make the move to a growing company making a real, positive difference in the world, a role in our Implementation Team might be for you! Edrolo is an Australian, venture-backed ed-tech startup with a mission to improve education. Our in-house content production, tech, sales, and support functions are unified in...

  • Implementation Head

    7 months ago

    Melbourne, Australia Resource Corner IT Consulting service Full time

    **Role Description** This is a full-time on-site role as an Implementation Head - HRP for Australia Region at the Client. The Implementation Head will be responsible for leading and managing teams, ensuring successful execution of projects, managing stakeholders, and overseeing project and resource management. Key responsibilities include project planning,...

  • Implementation Head

    7 months ago

    Melbourne, Australia Resource Corner Pty Ltd Full time

    **Role Description** This is a full-time on-site role as an Implementation Head - HRP for Australia Region at the Client. The Implementation Head will be responsible for leading and managing teams, ensuring successful execution of projects, managing stakeholders, and overseeing project and resource management. Key responsibilities include project planning,...

  • Healthcare Functional Implementation Specialist

    7 months ago

    Melbourne, Australia Dedalus SA Full time

    Vous souhaitez donner du sens à votre métier ? Vous voulez contribuer à l'amélioration de nos soins de santé ? Alors rejoignez notre équipe! - Role Summary - We are seeking an experienced Functional Consultant who will be responsible for successful project implementations including post go-live support in the ANZ region for the Dedalus Amphi...