US Operations specialist

Company: TransVirtual

Role: US Operations Specialist (Onboarding and Support)

Experience: Mid-level (4+ years)

Location:Remote, Philippines

We have team members working in Australia (Melbourne, Sydney & Newcastle), India, Pakistan, Philippines and North America.

The role:

We're on the lookout for a night owl who has a passion for simplifying technical support with a natural and empathetic approach to Clients.

In this role you'll be our first US focused Support and Onboarding hire, stepping in to aide our growing local US sales team, first by guiding customers through the set-up process and secondly by helping them with queries.

You'll initially train on Australian hours, and move towards Eastern Standard/Daylight Time hours as you become more independent (approx. 3 months), ending each day with a handover to colleagues focused on Australia and New Zealand who will be able to work with you on more complex issues.

Once you're settled in, hours would be: 9pm-5am all year round.

As the US focused team grows we'd work with you to fine the right functional area that meets your skills.

Key Responsibilities Support:

• Diagnose & troubleshoot technical problems reported by customers
• Document all customer interactions in our CRM system, including issue resolution and follow-up actions
• Identify and escalate potential product or service issues to the appropriate teams within the company, such as the integrations or development team
• Assist in the creation and maintenance of support documentation and knowledge base articles
• Collaborate with the product development team to identify and implement product improvements based on customer feedback
• Stay up to date with product updates and new releases to ensure accurate and timely support

Key Responsibilities Onboarding:

• Assist with onboarding and implementation projects for B2B SaaS client in a high-growth business.
• Oversee multiple projects concurrently as the primary contact, creating detailed project plans and conducting regular meetings to ensure each one is on track for successful completion
• Work closely with the sales team to capture and understand clients key requirements
• Initiate account set-up based on collected data and facilitate client validation
• Collaborate with technical support and integrations teams to ensure optimal outcomes for each client
• Maintain excellent communication between all parties and strong governance documentation utilizing project management tools, CRMs, and other relevant software

Essential skills & Qualifications:

• 4+ years of experience in technical customer support, preferably in a software or technology industry
• Strong technical background with experience gathering customer requirements, troubleshooting software, hardware, and network issues
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users
• Experience working with CRM systems and other onboarding and support tools
• Strong problem-solving skills, with the ability to identify root causes and develop effective solutions
• Ability to work independently and collaboratively in a team environment
• Customer-focused approach with a commitment to delivering high-quality support
• This is a full-time position with competitive salary and benefits packages. If you are a passionate problem-solver with excellent communication skills and a strong technical background, we encourage you to apply.

Desired skills

• Direct experience in an onboarding role within a SaaS organisation

About TransVirtual:

We're a modern SaaS business delivering logistics solutions. Our founder's family history is steeped in transport giving TransVirtual a unique competitive advantage which has seen the business grow from strength to strength. The business received its first outside investment three years ago and has grown significantly, including growing it's product set from its core of a Transport Management System (TMS) to launching in the US and expanding to offering a Warehouse Management System (WMS).

Being a distributed business we work really hard to connect the team ensuring visibility of business strategy, sharing OKRs and hosting company wide retros. We challenge each other to be the best and ensure we seek & provide regular feedback to maintain a positive and enjoyable workplace.

Our team is comprised of Technology, Logistics and Growth experts and if you're excited by the opportunity, we'd love to hear from you.