Practice Protect is the #1 accounting-specific cyber security platform that makes it quick & easy to secure and control client data, wherever your people work

We're different to other companies in the following ways:

- We’re not a BPO. You’re more than just a number.
- Our PH team are equal with onshore team. We’re not an ‘outsourced team’ that is managed remotely.
- You report directly to the company and not the BPO itself. 
- You'll be included in the company strategy and get international business experience.
- You’re not just a "number" 
- We’re a small team and have a more ‘tight knit’ culture.

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Practice Protect Australia Pty Ltd

Position Overview:

We are seeking Onboarding Consultant to assist business customers in configuring and training them to use our security software products. Your responsibility is to make sure the client is fully Onboard in using our security software from start to finish of Onboarding.

This role is the customer advocate and session facilitator throughout the Onboarding Process. His/her job is to ensure our customers’ interests are considered in all instances to promote a positive completion of the onboarding process and translate complex technical concepts into plain speak terms. The Onboarding Consultant has a high level of emotional intelligence and client empathy which he/she uses to relay the client’s best interests to internal staff and drive the best outcomes for them.

Key Responsibilities

<ul>
	<li>Conduct Online Consultations – Conduct consultations and product related sessions (walkthrough, go-live, OTA, adhoc) with clients.</li>
	<li>Onboarding Escalation and Oversight – Manage the customer experience through the onboarding process and oversee the process from the customer (non-technical) perspective. Check and ensure support workload is balanced between resources, service types, items. Take responsibility for Escalations</li>
	<li>Coordinate Scheduling &amp; Follow Up– Manage meeting/consultation schedules with clients and prospects for Product, Sales, Service and Executive teams.</li>
	<li>Other Adhoc tasks – This is a client facing role and occasionally, tasks outside of the above scope may be required.</li>
</ul>

Implementation Consultant

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Freshmethod delivers IT Support for Accounting Firms through the provision of projects, services, and products. Specialising in data security, workflow efficiency, new generation applications and multi location workforce requirements.

We're different from other companies in the following ways:

<ul>
	<li>We’re not a BPO. You’re more than just a number.</li>
	<li>Our PH team are equal with onshore team. We’re not an ‘outsourced team’ that is managed remotely.</li>
	<li>You report directly to the company and not the BPO itself.</li>
	<li>You'll be included in the company strategy and get international business experience.</li>
	<li>We’re a small team and have a more tight knit culture</li>
</ul>

You will be reporting directly to the Service Delivery Supervisor and will be working closely with the Support team handling client queries via email and inbound calls.

Position Overview:

We are seeking a Customer Service Representative who is responsible for delivering a positive experience to clients and prospects during their interaction with our business by phone, chat, ticket and email. The Customer Service Representative possesses verbal and written Australian English comprehension and can hold confident, expectation setting conversations.

Successful Customer Service Representative is a customer advocate who understands client requests and empathises with a client’s situation, particularly for support-related requests. The CSR uses a combination of process tools and his/her own logic to assess urgency and the nature of incoming requests in order to accurately dispatch tickets.

 
Key Responsibilities

Customer Service:

<ul>
	<li>Responsible forincoming calls to the company and relaying the information to relevant team members</li>
	<li>Making outbound calls to clients as needed</li>
	<li>Provide a point of contact for clients</li>
	<li>Improve customer service, perception, and satisfaction</li>
	<li>Build strong rapport with client contacts</li>
	<li>Take responsibility for customer concerns</li>
	<li>Find and resolve inbound customer queries</li>
	<li>Relaying information to/from customers on work in progress</li>
</ul>

Dispatch:

<ul>
	<li>Triage support/general requests and comprehend on email requests/queries as they arrive through email, manual entry or direct customer input as outlined in process documentation</li>
	<li>Enter any request for service work into Connectwise as outlined in process documentation</li>
	<li>Monitor Service Boards for new tickets</li>
	<li>Contacting customers to advise of incident and task progress</li>
	<li>Contacting clients to request clarification or additional information as requested</li>
</ul>

Ticket Management:

<ul>
	<li>Overseeing our assigned resource work in progress, monitoring open tasks and following up on technicians</li>
	<li>Following up Stale Tickets, Ageing and Client Communication between the technician and the client</li>
	<li>Monitoring tickets about to breach SLA and following up</li>
	<li>Ticket balancing such as reassigning tasks or requests as needed</li>
	<li>Managing ticket balancing across service boards in Connectwise</li>
	<li>Thorough check on ticket exceptions, ticket statuses to make sure that requests and issues handled by technicians are in line with Service Delivery process and guidelines</li>
</ul>

Other Adhoc tasks

 
Why Join Us?

<ul>
	<li>Normal operation hours: 6am to 3pm or 8am to 5pm in Eastwood City</li>
	<li>Generous Salary, Benefits and HMO included</li>
	<li>Regular team events and social culture</li>
	<li>Fast career and salary advancement</li>
	<li>Opportunity for fast promotion</li>
</ul>

 
Fixed Weekends Off!

Office Based Role in Eastwood City

Customer Service Representative (CSR)

What is your most memorable experience and why was it memorable

What is your most memorable experience and why was it memorable?

About the role

We are seeking Graduates of IT looking for their first role and to kick start their careers. 

A Support Engineer serves primarily to address technical issues relating to software implementation, function and cloud application loaded in our security software product. They resolve customer queries or problems and create product problem reports and troubleshooting documents for each issue.

About the company

You will be working for an established Australian IT Company supporting a security software trusted by thousands of Australian Accountants to manage passwords, control access and protecting data online. You will be provided on the job training to kick off your career in IT.

 
Responsibilities

Technical Functions:

<ul>
	<li>Build Client portals to specification</li>
	<li>Office 365 and AzureAD/ADFS</li>
	<li>SSO - Like: Okta, 1Password, Idpative, Thycotic, Centrify, LastPass, OneLogin, Ping identity, AzureAD</li>
	<li>Activate applications inside Practice Protect (password resets)</li>
	<li>Implement Federations and SAML integrations</li>
	<li>Resolve onboarding support incidents within SLA</li>
	<li>Resolve general support incidents within SLA</li>
</ul>

Client Facing Functions:

<ul>
	<li>Conduct Positive Online Interactions with clients – conduct consultations and product related sessions (onboarding session, intro call, adhoc calls both inbound and outbound) with clients.</li>
	<li>Onboarding Escalation and Oversight - maintain awareness of the customer experience through the onboarding process and ensure the client is informed.</li>
	<li>Coordinate own Scheduling &amp; Follow Up - manage meeting/consultation schedules with clients and colleagues.</li>
	<li>Monitor Support channels and dispatch/action tickets</li>
</ul>

Other Adhoc tasks

 
Why Join Us?

<ul>
	<li>Normal operation hours: We operate both Australian and US Shifts</li>
	<li>Generous Salary, Benefits and HMO included</li>
	<li>Regular team events and social culture</li>
	<li>Fast career and salary advancement</li>
	<li>Opportunity for fast promotion</li>
</ul>

Practice Protect Australia Pty Ltd

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About Practice Protect Australia Pty Ltd

Job openings at Practice Protect Australia Pty Ltd

Implementation Consultant

Customer Service Representative (CSR)

Graduate IT Support Role