Support & Implementation Consultant

• Location: Melbourne, Australia
• Hours/Status:  Full-Time 
  • Core Hours: Monday to Friday, 10:00 AM – 6:00 PM.
  • Flexibility & Rotation: This role includes participation in a weekend "on-call" roster (approximately once a month) and seasonal evening shifts (typically 12:00 PM – 8:00 PM) as required. Occasional schedule flexibility is also needed to collaborate with international colleagues across different time zones.
  • Travel: Travel throughout Australia and New Zealand is required, potentially up to once a month.
• Salary (AUD): $70,000-$85,000

Key Responsibilities

• Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
• Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success. 
• Ensuring the client’s onboarding experience from contract signature through to go live is successful and client goals are met and understood. 
• Ensuring proactive communication and alignment across the client, varied teams at Spektrix and relevant third parties on key project milestones, dependencies, and risks.
• Ensuring comprehensive levels of adoption of our solution throughout varied levels of stakeholders at the organisation. 
• Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
• Proactively sharing and escalating any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service. 

• Working in a small team you will likely be the first point of contact for Spektrix Australia for newly signed, existing clients and any other enquiries. 
• Working as a small team you will need to be flexible and ready to pivot to the needs of the team and the business throughout the day (this could involve work on marketing initiatives, conferences and events, research or calls with prospects or partners).
• Working on such a different time zone from the rest of the business you’ll find ways to manage and maintain smooth communication to enable you and your team to deliver effectively. 
• Contributing to the development of processes that are relevant to the region and the size of the team/client base and being responsible for documentation. 
• Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not. 
• Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn’t have exactly what the client is asking for.
• Helping our clients analyse and report on their valuable data.
• Troubleshooting software and hardware issues and identifying the best ways to solve them.
• Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
• Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
• Identifying opportunities for long-term, consultative projects and feeding these into the team’s priorities.
• Helping to maintain system documentation and identify when guides and resources need to be updated.

Skills, Knowledge and Expertise

• Have excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
• Have an ability to provide effective customer service and technical support, with some experience in either.
• Have the skills or experience to work with clients that may be facing urgent or business critical challenges. 
• Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
• Have a working knowledge of Microsoft Excel.
• Be proficient at time management and prioritization in order to set you up for working to tight deadlines.
• Feel comfortable ‘context-switching’ and be able to work on multiple tasks and projects simultaneously and independently.
• Enjoy working autonomously as well as part of a close knit team.
• Take pride in your work and how it could relate to the success of Spektrix and our clients.
• Have a strong interest in using technology and data to solve problems.

Benefits

• Generous Paid Time Off benefits, including:
  • 28 days of Annual Leave (vacation, personal time, whatever you choose to use it for)
  • 7 paid public holidays
  • 10 Paid Sick Days
• Professional development opportunities
• Two volunteering days per year
• Month-long Paid Sabbatical after 5 years of service
• Please note - we are actively exploring enhanced benefit offerings for our Australian team members as we continue to grow in the market.