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Customer Experience Champion

2 weeks ago

Wollongong City Council, Australia AffinityLive Full time

Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? We're seeking a Customer Experience Champion to join our Customer Success team at Accelo.

About the Role

This role requires a highly skilled and detail-oriented individual with excellent technical skills to provide top-notch technical guidance and problem-solving to our clients.

  • Main Responsibilities:
  • Deliver technical support to customers and partners by resolving inquiries and issues.
  • Serve as the go-to resource for advanced technical solutions and troubleshooting.
  • Diagnose and resolve issues, particularly related to third-party integrations (e.g., email, accounting platforms, RMMs).
  • Collaborate with developers to log, prioritize, and resolve bugs and enhancement requests in JIRA.
  • Partner with the Customer Success team to provide direct support via tickets, email, phone, and chat.
  • Offer technical insights to optimize client account configurations and usage.
  • Lead improvements in processes by turning custom solutions into repeatable processes.
  • Act as a subject matter expert for key integrations (e.g., QuickBooks, HubSpot, GSuite).
  • Train internal teams and customers on new features, integrations, and best practices.
  • Monitor and maintain vendor platform integrations by testing and managing accounts.
  • Conduct product and integration testing before market release.

About You

We're seeking an experienced B2B SaaS Support professional with 2+ years of experience in a technical support role, including but not limited to supporting APIs, Workato, Kibana, SQL, XML, and JSON.

  • You Should Have:
  • A proven track record of analyzing complex technical challenges and developing effective solutions.
  • Excellent communication skills to explain technical concepts to non-technical audiences.
  • A customer-centric approach with a passion for educating and empowering others.
  • The ability to work collaboratively with internal teams to achieve shared goals.

Bonus Points For:

  • Experience implementing or supporting SaaS products.
  • Workato experience.
  • Familiarity with API integration and vendor ecosystems.
  • Background in service-based SMBs.
  • A degree in a related field (e.g., Computer Science).