Onboarding Engineer

Want to deliver tech with purpose, with people who care? Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, under the ‘Smoothwall’ brand in the UK, and under the ‘Qoria’ brand in EMEA. Our solutions are utilized by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviours and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

What’s the opportunity?

Primarily working from home, the Onboarding Engineer will be responsible for the successful planning, installation and handover of Smoothwall’s core cloud products into our customer base which is predominantly Education. Overall, the goal of the role is to ensure that customers have a positive experience with the product and are able to achieve their desired outcomes.

Here’s how you’ll do it:

• Understanding the products and their functionalities thoroughly to provide accurate guidance and advice to customers.
• Onboarding new customers smoothly and efficiently, ensuring they understand how to use the product effectively.
• Providing ongoing support and troubleshooting assistance to customers to address any issues or challenges they may face.
• Collaborating with cross-functional teams, such as sales, product development, and customer support, to ensure a seamless customer experience.
• Identifying and implementing best practices for product implementation and usage to maximize customer satisfaction and success.
• Monitoring and analyzing customer usage data to identify trends and opportunities for improvement.
• Continuously updating knowledge of the product and industry trends to provide the most up-to-date guidance and advice to customers.
• Building strong relationships with customers to foster trust and loyalty, ultimately leading to repeat business and referrals.
• Maintain the highest levels of customer service at all times.

What you will bring:

• Strong technical knowledge: A deep understanding of the product being implemented, as well as the technical skills to troubleshoot and resolve issues that may arise during implementation.
• Excellent communication skills: The ability to effectively communicate complex technical information to customers in a clear and understandable manner, as well as the ability to listen to customer needs and provide tailored solutions.
• Problem-solving skills: The ability to quickly identify and address issues that arise during implementation, as well as the creativity to find innovative solutions to customer challenges.
• Attention to detail: The ability to carefully follow implementation processes and ensure that all steps are completed accurately and in a timely manner.
• Customer focus: A strong commitment to providing excellent customer service and ensuring that customers have a positive experience during the onboarding and implementation process.
• Project management skills: The ability to effectively manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Collaboration: The ability to work effectively with cross-functional teams, including sales, product management, and customer support, to ensure successful product implementation.
• Continuous learning: A willingness to stay up-to-date on industry trends and best practices, as well as a commitment to ongoing professional development to enhance skills and knowledge.

Overall, a successful product onboarding and implementations engineer will possess a combination of technical expertise, communication skills, problem-solving abilities, and a customer-focused mindset to ensure the best outcomes for the customer.

Why choose Smoothwall by Qoria:

In this role, you can expect:

• Employee share scheme
• Enhanced holiday & family leave
• Tech Allowance.... and much more

More importantly, you’ll:

• Deliver tech with purpose...
• As part of our Support team, your work truly matters. Your creativity, organisational skills and understanding of our tech customers’/clients’ needs will help grow and nurture our membership. This means helping more children stay safe online.
• With people who care... You’ll work among a tight-knit team of creative professionals who share your passion for enabling safe online environments. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.
• Through work that you love... This role takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.
• And a career that you own. A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity. At this stage we are only accepting applications from those with full working rights in the UK.