Customer Onboarding Specialist
Description
Seeking a creative and experienced Onboarding & Support Specialist to work in an exciting, fast-paced environment, supporting the software layer of a network management platform. This position will provide help desk support to our clients and perform maintenance and training tasks. This individual will work closely with clients and must maintain a high level of poise, confidence, and respect in all communications. This position works with engineers and leadership to provide an exceptional customer experience, efficiently responding, resolving, and escalating events as they occur.
This is a full-time position, working remotely across various time zones.
Responsibilities:
● Study and follow existing documentation on best practices and how-to guides
● Create new documentation when new issues or requests are reported
● Build rapport with other team members and clients, as a go-to problem solver
● Respond to support requests from clients via web-based ticketing and phone systems
● Call and host video conferences with clients as needed for problem resolution
● Conduct pre-scheduled onboarding trainings with clients, providing software how-to’s
● Gather incident details and escalate to the engineering team according to existing standard operating procedures
● Identify knowledge gaps with clients as it relates to the web-based dashboards for our network management and voice (phone) platforms and provide best practices
● Work as an administrator in our network management and voice (phone) platform to update settings, configurations, and gather relevant data points for issue resolution
● Provide timely updates to clients and end-users as their issues are escalated
● Appropriately label and tag inbound tickets per existing procedures in the help desk
● Track and record inbound and outbound calls in the help desk
● Follow-up with clients to ensure customer satisfaction and complete issue resolution
● Partner with clients during the onboarding process as their primary support resource to ensure a smooth onboarding experience for clients and end-users
Requirements
Highly organized, detail-oriented, creative self-starter
● PC, Mac proficiency (including Office365, Google Suite, etc.)
● Experience in a customer support and SaaS environment a plus
● Familiar with web-based softwares and comfortable operating within various systems
● Familiar with basic wireless and wired network troubleshooting
● Bachelor's Degree in Computer Science or related field a plus
● 2+ years of relevant experience
Benefits
- Fully remote with office optional. You decide when you would like to work from home and when from the office.
- Flexible timings. You decide your work schedule.
- Market competitive compensation (in $$).
- Insane learning and growth