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Onboarding Specialist

2 months ago

Manila, National Capital Region, Philippines OutForce Inc. Full time

Job Title: Onboarding Specialist

Company: [Company Name]

Job Overview:

We are seeking a highly motivated and customer-centric individual to join our team as an Onboarding Specialist. In this role, you will be responsible for mastering our SaaS product and providing outstanding support to customers. You will play a key role in guiding clients through the onboarding process, troubleshooting issues, and ensuring they have a seamless experience using our software.

Key Responsibilities:

  • Product Mastery:
    • Quickly and thoroughly learn the ins and outs of our SaaS product, understanding all features and functionalities to provide expert-level support.
  • Customer Support:
    • Respond to customer inquiries via email, chat, and potentially phone, ensuring timely and accurate solutions to any issues they may face.
    • Resolve technical issues and provide guidance on best practices, troubleshooting, and configuration to enhance the user experience.
  • Client Onboarding:
    • Assist new clients in navigating the onboarding process, guiding them through our defined steps to ensure a smooth and successful transition to our platform.
    • Proactively reach out to clients to offer help and address any onboarding challenges.
  • Zoom-Based Support (Customer-Facing):
    • Conduct virtual support sessions with clients via Zoom to address more complex issues or provide real-time assistance during onboarding or troubleshooting.
  • Internal Collaboration:
    • Communicate daily with internal teams, including product development and customer success, using Slack to ensure alignment on customer needs and feedback.
    • Collaborate with cross-functional teams to relay customer insights and contribute to continuous product improvements.
  • Documentation and Reporting:
    • Document customer interactions, technical issues, and resolutions to maintain detailed records and improve knowledge-sharing within the team.
  • Communication:
    • Demonstrate exceptional communication skills, both written and spoken, in English, ensuring clear, professional, and customer-friendly correspondence.

Qualifications:

  • Education:
    • Bachelor's degree in a related field (e.g., Information Technology, Business, Communications) is preferred but not required if the candidate has strong relevant experience.
  • Technical Proficiency:
    • Familiarity with SaaS products or software solutions is highly desirable.
    • Ability to quickly learn new software tools and systems.
  • Experience:
    • Prior experience in a customer support, technical support, or client-facing role in a SaaS environment is preferred.
    • Experience with customer onboarding or client training is an advantage.
  • Communication Skills:
    • Fluency in English, with excellent written and verbal communication skills.
    • Comfortable with customer-facing interactions via email, chat, and video conferencing tools.
  • Collaboration and Teamwork:
    • Ability to work collaboratively with internal teams, using tools like Slack for daily communication.
    • Strong problem-solving and critical thinking skills, with the ability to work independently while maintaining close collaboration with the team.
  • Soft Skills:
    • High level of empathy, patience, and the ability to handle difficult customer situations with grace and professionalism.
    • Strong time management and organizational skills, with the ability to manage multiple customer interactions and tasks simultaneously.
  • Tools:
    • Experience with support ticketing systems is a plus.
    • Familiarity with Zoom or other video conferencing platforms.

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for growth and advancement within the company.
  • Work in a dynamic and collaborative team environment.
  • Access to ongoing training and development programs.