Product Experience Analyst - MYOB Practice Management (MPM)

About the role

MYOB is looking for a Product Experience Analyst for its Practice Management (MPM) team in Melbourne. The role provides real-time guidance and support to Customer Experience team members and gives feedback for coaching and training. It also resolves complex MPM cases beyond standard frontline support by independently diagnosing issues across data, workflow, integrations, reporting and product behaviour.

Key responsibilities

• Provide real-time guidance and support to Customer Experience team members and give 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.
• Bridge support, backend investigation and controlled data correction.
• Collaborate with internal partners such as Product Managers, Account Managers, Development Teams, Professional Services and other Practice Customer Experience team members.

Required profile

• In-depth expertise in the MYOB product suite, customer workflows and internal processes.
• Minimum 12 months of experience in a MYOB contact centre environment.
• Demonstrable ability to train and mentor complex technical concepts.
• Good written and verbal communication, with the ability to communicate with internal and external stakeholders.

Required skills

• Deep understanding of the MPM product, workflow, SQL and data model, systems and processes.
• Knowledge of SQL and the agile framework.
• Significant experience resolving problems in SOAP and REST APIs.
• Expert knowledge of MYOB tools and systems, including CRM, Jira, Confluence and the Microsoft Suite.
• High-level skills in MPM SQL database investigation, data model knowledge, data integrity and backend issue resolution.
• Functional knowledge of MPM modules and MPM reporting.
• Understanding of the fundamentals of the SaaS environment, including supporting, implementing and training SaaS products.

What we offer

• A salary of $90,000 base plus superannuation.
• A highly engaged, hardworking team working across multiple teams and delivering VIP customer service.