Customer Champion - Sydney

Role Overview

The customer success team within OneSaas is the primary interface between our business and our customers.

In the customer champion role within the success team, you will interact with customers on a daily basis, via Live chat and email, along with other internal teams such as development, testing and marketing.

You will advocate for our customers across all of your duties, always thinking of how we can amaze and delight our customers.

Skills and Attributes

To be successful in this role you should be a great people person, and be fantastic at empathizing with our customers, as you work with them to solve any challenges they may have with their integration.

You’ll have astute technical knowledge, and be able to logically work through problems with both customers and colleagues.

You’ll have some business acumen, understanding basic accounting and bookkeeping, allowing you to understand ‘why’ customers use our service and the value our service has to them.

You’ll aspire to continually learn and improve yourself and your career, hoping to grow and evolve within a dynamic team.

Responsibilities and Duties

  • Providing amazing, detailed and prompt email support via a comprehensive case management system
  • Engaging with customers via live chat, providing real-time assistance
  • Occasionally calling customers via phone to further help and amaze them
  • Helping out ‘other’ support teams and agents, who are helping ‘their’ customers use OneSaas and their own software
  • Helping the success team meet and exceed our committed SLA’s and response times
  • Gaining a thorough understanding of common ecommerce, retail, accounting, CRM and fulfilment data and processes
  • Analysing and documenting reproduction steps for issues identified as potential bugs/errors in the OneSaas system
  • Creating tickets with comprehensive documentation of issues to be further investigated and resolved by OneSaas developers
  • Escalating cases as required, (e.g. to senior support) and following up / learning from those cases as they are resolved.
  • Creation of knowledge base documentation relating to common issues, including clear information so that customers can ‘self help’
  • Interaction with Testing, Product Development, Sales / Marketing and Management teams to support multi-discipline activities

Desired Experience and Qualifications

  • 1-2 years in a customer facing role
  • Certificate / Bachelor degree in Information Technology and/or General Business/Accounting
  • Understanding of software development including ability to read, interpret and diagnose technical problems from event logs
  • High level of competency with computers and common office tools
  • High level of competency in English, including written, oral comprehension and clear spoken, additional languages a plus
  • Positive customer-oriented attitude – a people pleaser
  • Understanding of Web Technologies – HTML, CSS, Javascript, JSON, Oauth, API’s, etc

Growth Opportunities

  • Senior support lead – training and mentoring role
  • 3rd Party – Developer advocate/evangelist

Apply Now –

Send your resume and cover letter to marketing@onesaas.com

OneSaas Culture

In 2008, OneSaas founder Corneliu Tusnea was managing several web stores in his spare time between consulting jobs.  The time being consumed, errors and other pains of manually reconciling the data from his web stores with his accounting software and importing and exporting contacts from multiple stores to his email marketing software led him to build an integration that would automate these workflows and keep his data accurate and in sync across disparate services.  In the process of doing so, Corneliu met many other businesses – clients of the software he was integrating – that shared the same pain and asked if they could use his integration as well.

Recognizing the widespread need for a simple and efficient cloud integration platform that delivers real value to businesses, Corneliu shut down his web stores, spent the next 18 months bootstrapping the development of a multi-point integrations platform and then, in November 2010, launched OneSaas in beta with four services connected (Saasu, Adobe Business Catalyst, Google Contacts, Campaign Monitor) and a handful of clients.  In February 2011 they gladly started paying for the service.

Run the clock forward a year and 30+ services were integrated via OneSaas, hundreds of businesses were synchronizing their data on the platform and it was time to evolve.  A timely coffee with former colleague Jeff Perlman, a five minute chat and a plan began to take shape – Jeff joined as OneSaas CEO at the end of 2011, allowing Corneliu to focus on the continued growth of the platform while Jeff focused on building the business side of things.

The OneSaas team is now a humble group of passionate and energetic people headquartered in St. Leonards in Sydney Australia, with offices in Targu Mures Romania and Mountain View California.

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