Customer Support & Onboarding Representative
- $150000 - $180000 MXD Annually
- Full-time, remote position
- Software Company in USA
- Opportunities for growth
Interstaff LLC is a global staffing company searching for a qualified Customer Support & Onboarding Representative to work for one of our third-party clients.
Diamond Student Information Systems is searching for a qualified Customer Support & Onboarding Representative to join our team. We are a long-standing SaaS company in the Southern California region that provides administrative software solutions for colleges, and we are in need of assistance in supporting and onboarding clients.
Responsibilities:
- The On-Boarder transitions new customers from the sales team and coordinates the delivery and configuration of new services.
- Answering inbound phone calls and tickets in English & Spanish
- Responsible for learning more about the customers’ needs and managing the expectation and delivery of services to match those needs.
- Obtains the final approval and delivery acceptance from the customer.
- Requires constant contact and consistent execution from all parties involved (Salesperson, Porting Department, Technical Support, and Customer).
- The On-Boarder will help with the engagement process between the customer and how the service is delivered.
- He/she is responsible for documenting all implementation plans, configurations, settings and account peculiarities
- Identifies Technical Support and Billing Issues and direct customer to the appropriate resolution
- Ensures complete configuration of system
- Performs functional testing of the system
- Communicates with the customer on a daily basis to ensure customer adoption & satisfaction
- Deploy customer configurations based on best practices
- Answer any questions the customer might have regarding the onboarding process and integration.
Experience:
- Working knowledge of training and guiding customers through product implementation and utilization
- Track record of following, implementing and owning internal guidance, templates and playbooks and providing detail-oriented services to internal or external clients.
- Advanced written and oral communication skills; demonstrated ability to lead client and executive engagements and succinctly communicate complex technical and compliance matters to various audiences in an easily digestible manner
- Strong business acumen with the ability to clearly recognize risk elements in business transactions
- Experience in establishing and developing policies and procedures as well as implementing either changes to existing processes or implementing new processes as needed to ensure efficiency, effectiveness, and compliance
- Strong capability to work under pressure, to tight timelines, and under their own initiative, both independently and within a highly collaborative team environment
- Proactive, with the ability to self-organize and multitask in a fast-paced environment while maintaining strong attention to detail and ability to produce high quality work product
- Excellent project management and organizational skills; including ability to prioritize tasks, meet project deadlines of competing priorities, and manage multiple engagements simultaneously
- Robust analytical, critical thinking, and innovative problem solving skills
Requirements:
- BS/BA from an accredited university
- Minimum 2 years in a professional office environment
- Experience with Support of Business Product is a plus
- Detail oriented with strong problem solving, analytical, and organizational skills
- Excellent written and verbal communication skills
- Proficient in Microsoft Office (PowerPoint, Word, Excel, Outlook)
- Bi-lingual English/Spanish required
- Exceptional presentation skills (prepare documentation and complete End User training sessions, product demos, lead customer status meetings, etc.)
- Establish a level of proficiency on key tools including all Core Modules & Features, and any tools used for Customer Services tracking
- Experience acting as a liaison between business and technical resources
- Working knowledge of customer service and telephone etiquette
- Quiet home office work environment
- Willing to work in US PST time zone
- Fast and reliable internet connection of at least 10MBPS with internet back-up available
- Dependable electricity with power back-up available
- At least 8-gen i3 processors, 8GB RAM, and Windows or MAC, SSD Disc.
This is an excellent opportunity for determined professionals who are driven by goals and would like to grow their careers in a work-from-home setup.
Job Type: Full-time
Pay: $12,500.00 - $15,000.00 per month
Education:
- Bachelor's (Required)
Experience:
- Customer Service: 2 years (Required)
- Management or Trainer Level: 1 year (Required)
Language:
- English at at B2 Level or above (Required)
Work Location: Remote
Expected Start Date: 01/06/2023
