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Remotebase
Customer Onboarding Specialist
6 months ago | 759 views | 25 applications

Customer Onboarding Specialist

Full-time
Remote

About the company

Remotebase is more than just a job search platform - we're building a remote work community where you can thrive and succeed. We connect top tech talent with top clients and make it easy for you to find the job you want. So why wait? Join us and be a part of our bridge to success!

Job Summary

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

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