Employer Description:
Tidy International is a New Zealand-based SaaS company providing innovative and efficient business management solutions. Our software is designed to streamline operations, enhance productivity, and support growth for a diverse range of industries. We pride ourselves on delivering exceptional customer service and continuously improving our platform to meet the evolving needs of our clients.
At Tidy we are always looking for new staff who are motivated and naturally talented, that we can train to become exceptional additions to our dynamic team and contribute to a company that values innovation, collaboration, and excellence in everything we do.
Overview:
This position demands a technically minded, highly motivated individual to fulfil the role of Web-based SaaS Product Improvement and Support Specialist within Tidy International. The individual will play a crucial role in supporting the development and enhancement of our SaaS products, ensuring they effectively meet the unique requirements of Small and Medium-sized Enterprises (SMEs). The selected candidate will work closely with, and support, the Growth team, including Customer Success (CS) and our Marketing, Advertising, PR & Storytelling (MAPS) sub-teams. This role is ideally suited to an apprentice who likes to learn (and apply/improve) in the workplace and is passionately interested in business/commerce. Naturally confident dealing with people and wanting to improve customer user experience and workflows, efficiency, and profitability though business software is also key.
Key Responsibilities:
- Gain a deep understanding of the functionality, features, and capabilities of our web-based SaaS products, specifically designed for SMEs.
- Collaborate with the development team to provide insights and feedback on product enhancements and improvements tailored for SMEs, based on customer feedback, competition, and market trends.
- Work closely with SME customers to understand their specific stock management, project management, and ecommerce (B2B) needs, translating them into actionable insights for product development as well as helping position the SME customer into a stronger competitive position in their own sector including workflow improvements and better end-user (intuitive) interactions with our products for productivity gains.
- Support the creation and maintenance of educational content in TidyAcademy (working with our Content Creators), including tutorials, documentation, and other materials, to empower SME users and enhance their experience with our products.
- Proactively identify opportunities to streamline support processes and enhance support quality using AI/ML technologies, such as automated ticket routing, knowledge base recommendation systems, and sentiment analysis.
- Provide timely and effective support to SME customers, addressing inquiries, troubleshooting issues, and ensuring a high level of customer satisfaction within the SME sector.
- Monitor support metrics and KPIs relevant to SMEs, analyse trends, and implement initiatives to improve support efficiency and response times within this market segment.
- Collaborate closely with, and support, the Growth team, including CS and MAPS sub-teams, to align support efforts with overall business objectives and customer success initiatives within the SME market, especially offering them a possible DIY pre-sale trial and post-sale onboarding capability.
Desired Skills and Attributes:
- Strong technical aptitude with the ability to understand business/commercial/workflow/etc. concepts and communicate these with engineers.
- Excellent communication skills, with the ability to effectively communicate business/commercial/workflow/etc. concepts to both technical and non-technical Tidy stakeholders (including SME customers, Tidy Partners, internal Tidy team members).
- Strong problem-solving skills and ability to troubleshoot complex issues independently within the SME context.
- Experience with customer engagement and support platforms (e.g., Zendesk, Intercom) is preferred, particularly within the SME sector.
- Familiarity with AI/ML technologies and their applications in customer support, tailored for SME businesses, is a plus.
- Highly organised with a keen attention to detail and a commitment to delivering high-quality work.
Culture Fit:
This position demands an individual who embodies our company culture and values. The ideal candidate should be a considered thinking individual, capable of analysing situations thoroughly before making decisions or providing solutions. They should demonstrate initiative and be a self-starter, taking ownership of their tasks and projects while also thriving in a team collaborative environment.
Entry Requirements:
- Level 3 Qualification + at least 12 months of work experience* + robust onboarding plan (learner must work in the organisation for 3 months before signing up)
- OR business-related degree eg business, finance, economics, maths, etc.
- OR non-business-related degree + at least 6 months of work experience*
- OR existing staff member with 2+ years of work experience**
- Work experience relates to any valid work experience
- *Existing staff work experience should not be in a business analyst role
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Benefits:
- Dress down
- Working from home,
- Holiday pay
- Company paid social events (at Christmas, etc.)
Future Prospects:
- Opportunity to gain work experience in NZ and be offered full time permanent role after completing apprenticeship. Opportunity to change team/roles after completing apprenticeship if there is interest to gain other experience.
Important Information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Apply now!