Product Experience Analyst - MYOB Practice Management (MPM)

Position: Product Experience Analyst – MYOB Practice Management (MPM)

The Role
- Responsible for providing real-time guidance and support to Customer Experience team members and provide feedback for coaching and training opportunities

- Resolve complex MPM cases beyond standard frontline support through independent diagnosis across data, workflow, integrations, reporting, and product behaviour, bridging support, backend investigation, and controlled data correction.

- Collaborate extensively with internal partners such as Product Manager, Account Managers, Development Teams, Professional Services and other Practice Customer Experience team members.

What We'd Like to See From You

Knowledge
- In-depth expertise in the MYOB product suite, customer workflows and internal processes.

- In-depth understanding of the MPM (MYOB Practice Manager) product, workflow, SQL and data model, systems and processes.

- Knowledge of SQL and the agile framework.

- Significant experience resolving problems in SOAP and REST API’s

Experience & Expertise
- Minimum 12 months experience within MYOB contact centre environment

- Expert knowledge and understanding of MYOB tools and systems, including CRM, Jira, Confluence, and the Microsoft Suite

- Experience and high-level skills in MPM SQL database investigation and data model knowledge, data integrity and backend issue resolution

- Functional knowledge of MPM modules, MPM Reporting domain knowledge

- Demonstrable ability to train / mentor complex technical concepts

Other Skills
- Flexibility, prioritisation and time management skills, ability to multitask and be multi skilled across the range of modules.

- Understanding of the fundamentals of the SaaS environment and exposure to supporting, implementing and training a SaaS based product.

- Demonstrated ability to communicate well in both written and verbal format.

- Ability to effectively communicate to internal and external stakeholders

What else do you need to know?

You'll be part of a highly engaged, hardworking team who are doing amazing things, collaborating across multiple teams and providing VIP customer service!

- Work closely with internal partners such as Product Specialists, Account Managers, Development Teams, Product Managers, Professional Services and other Customer Experience team members.

- The salary for this role is $90,000 base + Superannuation.