Customer Support & Training Representative

Imfuna specializes in streamlining workflows and increasing productivity for the property and construction markets through mobile-to-web tools. Imfuna turns inefficient industry work processes into a uniform, repeatable, professional, and transparent process that benefits all parties. Imfuna harnesses the power of current smartphones and tablets incorporating cloud technology to capture any property history that is available to you 24/7/365. Imfuna has transformed the inspection approach. Imfuna provides a faster, simpler, and more cost-effective process than the legacy paper-based/multi-device field capture and time-consuming back-office report compilation. As a result our customers save time, money, and benefit from universal access to their data eliminating archaic filing systems. Imfuna provides the framework for regulatory compliance and dispute resolution. Built by construction and property specialists, who also use the solutions daily, Imfuna has developed a flexible platform to support multiple applications for collecting, storing, and sharing condition data about any physical asset, conveniently and accurately.

Become a subject matter expert and evangelist for Imfuna product(s) in our Lettings, Survey, and Construction market segments. Imfuna delivers world-class digital inspection apps and a SaaS-based web report publishing solution for the property and construction markets.

Role: – Reply to calls and email support tickets provide guidance to customers – Deliver amazingly helpful service that customers love – Escalate complex support issues to Engineering – Troubleshoot issues with and provide set up help for third-party integrations – As a trainer, be a helpful tour guide to the product for new customers – Assist our new customers in account setup, or set-up their account – Continuously learn and improve in preparation for enhanced training and support – Focus on customer retention and growth – Connect sales prospect inquiries with Sales Skills: – Savvy in working with a variety of systems and technology – Exceptionally patient, empathetic, and passionate team member – Must be able to explain the technical complexities of our software effectively – Measure how well the customers are absorbing the material and to adjust accordingly Detail: – On-board new customers – Training on app, report publishing, and admin account controls – Account set-up: templates, report layouts, corporate structure – First tier support for all inbound calls and automated tickets in responsive manner – Administer support tickets in automated ticketing system – Escalate support requests as needed to engineering or the business team – Provide expert advice and accurate information to customers – Recommend and implement updates to our training and support environment – Fully remote; Flexible working hours available What we are looking for: – 3+ years of relevant experience in a customer facing role – customer success, onboarding, implementations, project delivery roles, account management. – Experience working in a SaaS/ software company and/or and property industry experience. – Experience attending and leading presents at client meetings; both online & onsite – Tech savviness is key! Our digital inspection software-as-a-service solution is used 7 days per week, and candidates must be available to support this environment; primarily weekdays with weekend oversight.. Ultimately, if you care about clients, you are super organised and have the ability to hit the ground running, we would love to hear from you! IMFUNA Providing technological solutions that brings joy and happiness by saving the time required to create cross-industry professional reports.