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Onboarding and Technical Support Specialist

2 months ago

Manila, National Capital Region, Philippines Design Staff Australia Full time

Job Description

We are looking for a dedicated and detail-oriented Onboarding and Technical Support Specialist to join our team. In this role, you will play a critical part in ensuring a seamless onboarding experience for our new customers while providing exceptional technical support. Your expertise in data manipulation and system configuration will be essential in helping our customers integrate successfully into our systems.

Key Responsibilities:

Customer Onboarding

Onboarding Coordination:

Lead the onboarding process for new customers, ensuring a smooth transition from sales to implementation.

Collaborate with customers to gather necessary information for system configuration and setup.

Data Manipulation and Entry:

Perform data manipulation and recording in our systems during the onboarding process, ensuring accuracy and completeness.

Use Excel and other tools to manipulate and reformat data to meet entry requirements prior to loading bulk data into our systems.

System Configuration:

Liaise with customers to obtain detailed information required to configure the systems according to their specific needs.

Document customer requirements and ensure they are accurately reflected in the system setup.

User Acceptance Testing (UAT):

Conduct UAT testing prior to go-live to ensure that the system operates correctly based on the required configuration and meets customer expectations.

Technical Support

Customer Support:

Provide Level 1 technical support to customers via email, phone, and video calls, addressing inquiries and troubleshooting issues as they arise.

Raise support tickets to record customer requests, adding relevant information obtained during interactions.

Ticket Management:

Update support tickets with status changes and additional information to enable other team members to assess and progress requests efficiently.

Master Data Management:

Ensure the accuracy of master data within internal systems, including fuel surcharge, rates, and other ancillary fees, to maintain data integrity.

System Documentation:

Document processes and procedures related to system use and customer onboarding to create a comprehensive knowledge base for internal and customer reference.

Data Queries and Scripts:

Run queries and scripts over data sets as required to support customer needs and internal reporting.

Customer System Integration:

Provide support for customer system integration, ensuring that all technical aspects are addressed and resolved.

Project Management:

Assist in managing key IT initiatives and projects related to customer onboarding and technical support.

Qualifications

Bachelors Degree in Business, Commerce, IT or related Experience in customer onboarding or technical support, preferably in a software or technology environment.High level proficiency in Excel and other data manipulation tools.Strong communication skills, both written and verbal, with a customer-centric approach.Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.Familiarity with system documentation and testing processes.Understanding of project management principles is a plus. Experience

Minimum 3 years experience as BA or comparable role