Urgent Search Service Desk

Position Overview

We seek an experienced and dedicated Customer Service & SaaS Project Legend to join our dynamic team in Eltham. If you have a proven track record of exceptional client support in a SaaS environment and are eager to contribute to our mission of outstanding service, we want to hear from you.

Your efficiency and effectiveness will drive the success of the company and its clients. You will be responsible for executing tasks to the highest standards of professionalism, ensuring timely completion.

We are looking for a positive, proactive team player with a can-do attitude. Your willingness to go above and beyond to achieve company goals and work well within a team is essential for success in this role.

Key Responsibilities:

- Help clients navigate and utilise their SaaS platforms, ensuring they receive top-tier support and personalised service
- Conduct training sessions with our client on their SaaS Platforms
- Assist with the Configuration and Support of CRM and Job Management systems, and other software programs across our clients, including ServiceM & Zoho
- Build, edit, and test complex Word documents using IF statements for implementation into client systems
- Design, build and manage WordPress websites, Google Ads & Analytics Accounts
- Handle all Service Desk calls and provide technical support
- Efficiently communicate with all customers and staff on projects and support requests
- Create, manage, and be responsible for all Support Tickets in our system, ensuring they are resolved within SLA timeframes
- Create, update, and maintain user documentation
- Contributing to the continual improvement of our services

Skills Required

- A minimum of 2 years of experience as a Service Desk / Help Desk Analyst in a SaaS environment
- Experience with Building & Managing WordPress websites.
- Knowledge of Job Management and Zoho CRM, as well as other job management software
- Advanced Word and Excel skills, including knowledge of complex IF statements
- High attention to detail and the ability to follow processes meticulously
- Exceptional verbal and written communication skills
- Strong customer-facing skills and the ability to perform well under pressure
- A strong drive to problem-solve and ensure client satisfaction
- The capability to hit the ground running and take the lead in supporting our customers
- Proficiency in MS Applications
- Must have the ability to learn multiple applications quickly

Bonus Skills

- Knowledge of ServiceM8
- Training experience
- Experience in writing business systems, procedures, and checklists
- Knowledge of Magento
- Knowledge of Web and Email hosting
- Knowledge of Google Ads and Analytics
- Knowledge of SEO

Personal Attributes

- Motivated to learn and grow within a supportive team culture.

Training and Development

To provide exceptional support to our clients, you will be required to become our expert in all elements of ServiceM8, which means you will need to learn it thoroughly on your own time. This will involve comprehensive onboarding training sessions and watching training tutorials on your own time to quickly become proficient in the platform. You will collaborate closely with our existing help desk member, emphasizing the importance of teamwork and information sharing. Our goal is to ensure you have the skills and knowledge necessary to excel in your role and deliver outstanding service to our clients.

Job Types: Full-time

Please note:

- There will be a training period at the commencement of this job, and these hours will be paid at a reduced rate
- This position might start on a casual basis with the expected working hours to be between 20-38 per week, with the opportunity of becoming permanent full-time/part-time for the right candidates.
- The training period will be shorter days, as there is a lot to learn and we want everyone to have the space to absorb the information without too much pressure.
- You will be required to watch video tutorials on your own time to assist you in the training process and ensure you get up to speed as quickly as possible.
- Once training is complete, we will need 9am to 5pm availability 5 days a week

Casual Pay Rate of between $28.00 – $35.00 per hour and if a permanent position is offered, it will be between $47,000 & $55,000 pro-rata.

If you thrive in a fast-paced, ever-changing environment and meet the qualifications outlined above, we encourage you to apply and become a valued member of our team.

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