Onboarding Specialist

There is currently an exciting opportunity for an Onboarding Specialist at Permaconn.

About the Role

As a key member of the engineering team at Permaconn, the successful candidate will be expected to lead the onboarding and support of Permaconn customers.

The main responsibilities for the role are:

• Ensure that new Permaconn customers have an excellent first experience using our products.
• Provide technical support via phone and email to Permaconn's customer as they setup, configure and troubleshoot Permaconn products.
• Provide specialist support on computer networking related issues
• Work with the sales team to define solutions for customers using Permaconn products
• Document support solutions for recurring issues, to aid quick resolution for future customers
• Deliver quality support to our customers, making their experience of our products seamless and easy.
• Escalate issues to management attention where needed.
• Timely resolution of field issues to minimize impact to customers.

About You

You will be passionate about technology and have the following experience and skills:

Experience:

• Experience working in a customer support role
• Experience working in the security industry
• Experience working with alarm systems and/or IP cameras
• Experience with remote device management or fleet management
• Setup, configuration and troubleshooting networking equipment such as WiFi APs, routers, switches, and firewalls
• Technical pre-sales experience is a plus.
• Experience leading a team is a plus.

Skills:

• Demonstrable knowledge of the following technologies: WiFi, Mobile Networks(LTE, CatM1, NB-IoT), Ethernet, IPv4/IPv6, DNS, DHCP, NATs, port-forwarding
• Fireweall configuration and troubleshooting
• VPN configuration and troubleshooting
• A methodical approach to problem solving
• Ability to work autonomously and take ownership of tasks
• Customer focus
• Good written and spoken communication skills
• A knack for teamwork and the ability to work with people across a range of functional areas
• Able to document features and troubleshoot fix issues
• Excellent verbal and written communication
• Organised and able to meet deadlines

About Us

Permaconn, based in Rydalmere, is the Australian market leader in mission-critical signalling solutions for the electronic security industry. Our communications solutions provide a private and secure network that ensures alarm signals are securely delivered from protected premises to Monitoring Centres. We are a founder led business and we value customer service and long-term relationships with our customers and our people. We are growing rapidly and have recently moved to new, larger premises. We have an inclusive culture and a key focus on supporting our staff to grow and improve. We are a forward thinking organisation with a cutting-edge technology stack and we’re excited to be adding a new member to our engineering team!

Benefits of working at Permaconn:

• A friendly, small-team environment, with weekly team building lunches provided
• Based in Rydalmere, close to Ferry and Bus routes
• Good work-life balance
• Parking available

Please click here to submit your cover letter and resume.