About the Company
Xero is a global small business platform with more than 3 million subscribers which includes a community of accountants and bookkeepers. We provide tools to help businesses and their advisors succeed. Our purpose is to make life better for people in small business, their advisors, and communities around the world. We are committed to fostering a diverse and inclusive environment where everyone can thrive.
Job Description
We are seeking a dedicated Partner Support Specialist to join our dynamic team in Fremantle. In this role, you will be the primary point of contact for our law and accounting firm partners, providing expert guidance and technical support for Xero products. You will help our partners leverage our platform to its fullest potential, resolve complex queries, and ensure a seamless experience. This position requires a blend of technical aptitude, excellent communication skills, and a solid understanding of either accounting or legal practice workflows.
Key Responsibilities
- Provide technical and functional support to Xero's law and accounting firm partners via phone, email, and chat.
- Troubleshoot complex issues related to software functionality, integrations, and data management.
- Educate partners on product features, best practices, and new releases.
- Collaborate with internal teams, including product development and sales, to resolve escalated issues and gather feedback.
- Maintain accurate records of partner interactions and resolutions using CRM software.
- Identify trends in partner queries and contribute to the development of self-help resources and training materials.
- Foster strong relationships with partners, acting as a trusted advisor and advocate for their needs.
Required Skills
- Minimum 2 years of experience in a customer or partner support role, preferably in software or technology.
- Demonstrable understanding of accounting principles or legal practice management workflows.
- Proficiency with CRM systems (e.g., Salesforce) and helpdesk software.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to explain technical concepts clearly to non-technical users.
- Exceptional organizational skills and attention to detail.
Preferred Qualifications
- Experience with Xero or other cloud-based accounting/practice management software.
- Previous experience working directly with accounting firms or legal practices.
- Relevant certifications (e.g., Xero Advisor Certification, accounting certifications).
- Bachelor's degree in Business, Accounting, Finance, Information Technology, or a related field.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible work arrangements.
- Professional development opportunities and career growth programs.
- Employee stock purchase plan.
- Wellness programs and employee assistance initiatives.
- Modern office environment with collaborative workspaces and amenities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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