Technical Support Officer

Sydney | Permanent | Full time

At Monoova, we are all about freeing businesses to scale. That is why we have designed world-class, bank-grade, global payment solutions to allow businesses to do what they do best. Since our origins in 2017, we have been at the forefront of payments innovation in Australia by delivering novel ways for business to automate how they receive, manage and pay funds. Our clients are among the most innovative companies around. We are committed to supporting them with excellent product to sustain the digital economy of the future. On the back of rapid growth over the past two years, we are on looking for tremendous talent to join the Monoova movement.

Ourvalues:

People First – We are scaling fast, but we will grow with empathy and kindness – to our people and clients.

Better, together – We will always find a solution, but we know we can do it better together.

Passion for Product – We are built on one common mission, to build the best product for our customers.

Think Big. Brave. Bold. – We will never stop innovating or pushing boundaries to stay ahead of the curve.

We’re only human – We can’t always win, or always be right. But we will always be honest, authentic and accountable.

What you’ll be doing

    The Technical Support Officer has the  responsibility of working with Monoova’s current clients to support existing integrations  as well as the client success team when upselling new features.  You will be a member of a small but rapidly  growing business with absolute autonomy. Monoova represents an opportunity to  be part of a disruptive and fast-growing scale-up, where your contributions  have a real and significant impact. You will have been there when it all  started, and you will have been one of the key reasons the business really  took off.  

Position Purpose

To support theaggressive growth of Monoova’s business by providing level 1 technical support,assisting with implementation and improving client integrations

Key responsibilities and tasks:  

  • Support the Client Success Team by providing post sales technical support with a client centric approach.
  • Support the product and technical teams by providing feedback and input into the product development process.
  • Improve product-market fit by assuming an active role in product road-map decisions, specifically technical requirements and as a voice of the client.
  • Develop and foster strong relationships with stakeholders.
  • Be a meaningful voice within the company and engage effectively with the relevant business leaders

Key Performance Indicators

  • Regular engagement with team and other stakeholders.
  • Evidence of strong relationships with clients i.e. Net Promotor Score.
  • Improving integration, whilst ensuring client satisfaction.

QUALIFICATIONS, EXPERIENCE and KNOWLEDGE

  • Proven track record of excellent support
  • Excellent communication skills, allowing you to build and maintain trust
  • Demonstrate knowledge and understanding of modern technology and software products, particularly APIs and SAAS.
  • Be curious and keen to learn
  • Ability to rapidly acquire a strong technical understanding of our products and services to be a credible representative of Monoova
  • Demonstrated attention to detail
  • Excellent Microsoft Office skills
  • Prior knowledge of SQL is a plus

 

KEY RELATIONSHIPS/INTERACTIONS

  • Externally: clients and service providers(partners)
  • Internally: Sales, Compliance, Client Success,Product and Engineering Team