Oolio is a leading provider of innovative technology and payments solutions for the hospitality industry across Australia, Europe and the U.S.A. With a strong focus on customer satisfaction, we have established a reputation for delivering solutions and services that help our clients achieve their goals.
Our dynamic and fast-paced culture encourages creativity, collaboration, and continuous learning, making Oolio an exciting place to build your career.
We are seeking an enthusiastic Customer Success Onboarding Consultant to join our new Sydney-based cross-functional team.
This role is pivotal in ensuring our merchants' smooth onboarding to the Oolio POS system, setting them up for success from day one.
You will work closely with sales and other team members in a collaborative, start-up-style environment, placing our merchants at the core of everything you do.
Your mission will be to welcome merchants to Oolio, configure their POS systems (including hardware and software), provide training, ensure successful implementation, and follow up regularly to optimize their experience and adoption of the system.
Role Responsibilities:
Onboarding of new merchants to Oolio POS & Payments, within set turn-around times
Making welcome calls to new merchants confirming their contract terms and outlining their onboarding process
Full System Setup; with consideration of the venue's unique configuration and requirements
Training & Implementation, both remote and on-site as determined by the team lead
Scheduled follow ups to ensure system adoption and merchant happiness
On Site Technical Installation, of hardware Install and Live Activation
Configure P.O.S terminals, printers, routers and other peripherals
Set up and troubleshoot wired and wireless connections
Diagnose and resolve hardware issues including connectivity problems, device malfunctions or compatibility errors
Ongoing support for at the first 3 months of the merchant life cycle with Oolio
Manage queries and support requests in line with current SLA requirements
Manage Merchant invoice queries
Proactive outbound account management; to ensure the holistic adoption of Oolio
Correctly record and manage all activity and data in HubSpot.
Collaborate closely with the Sales, Product, and Operations teams to deliver a seamless merchant journey.
Contribute to team knowledge by answering software- and hardware-related queries and sharing insights.
Take ownership of your learning within Oolio to grow within the business and support the growth of your teammates.
Our Ideal Candidate will be.
Approachable & Customer-Focused: A patient, empathetic professional who places the merchant's success at the core of their work.
Flexible & Adaptable: Comfortable working in a dynamic, fast-paced environment within a cross-functional team.
Results-Oriented: Driven to achieve measurable outcomes, including system adoption and merchant satisfaction.
Tech-Savvy: Proficient in MS Office, Mac OSX, and HubSpot experience would be an advantage.
Have technical aptitude: An ability to install, configure, and troubleshoot POS hardware (e.g., terminals, printers, routers) and software, ensuring seamless operation for merchants.
Excellent firsthand knowledge of networking skills including TCP/IP, ADSL, WIFI & VPN.
A strong Communicator: Excellent written and verbal communication skills.
Organized & efficient: Exceptional time management skills and ability to meet deadlines.
A problem solver: Proactive in identifying and resolving issues to improve the merchant experience.
A hospitality enthusiast: have an interest in the latest trends in hospitality tech.
Have a current driver's license and your own vehicle.
Full working rights in Australia.
Why Join Us?
Be part of an innovative, close-knit team creating meaningful impacts for our merchants.
Work in a collaborative environment where your ideas and contributions are valued.
A competitive base salary and a generous car allowance.
Hybrid working environment, with 3 set days in the office.
Help shape the future of our merchant success journey with opportunities for personal and professional growth.
If you're passionate about customer success, thrive in a collaborative environment, and have a strong technical aptitude, we'd love to hear from you!
Please apply via the Seek link.