Onboarding and Support Specialist
About The Position
We are searching for an experienced customer service agent with a strong software support background who will be our clients’ primary point of contact for account setup, training, and technical and account support. The ideal candidate has excellent written and verbal communication skills and a customer-first attitude, willing to go the extra mile to ensure our clients have an exceptional experience interacting with Widewail. Collaboration and teamwork are very important, though this job will mostly require the ability to work independently. The Onboarding and Support Specialist role puts you in direct contact with Widewail customers via phone, email, and video conference. You will become a resident Widewail expert, serving as a go-to resource for any Widewail functionality or product-related questions both internally and externally.
Requirements
- Four year degree preferred, but not required
- 1-4 years experience in a customer-facing support or service role
- Care deeply about delivering high-quality, consistent customer experiences
- Take ownership of outcomes and follow through
- Excellent written and verbal communication skills
- Client-facing phone and email-based support experience
- Understanding of online reputation and social media management
- Comfort navigating ambiguity in an evolving technical environment and ability to adapt quickly to process changes
- Must have strong organizational skills and attention to detail
- Demonstrated ability to work independently and manage deadlines
Responsibilities
- Become subject matter expert on Widewail’s services and products, with a deep understanding of full platform capabilities and ability to communicate these to customers
- Guide clients through the implementation process smoothly and efficiently to maintain time-to-first-launch standards
- Own technical execution and client communications for rolling book of active onboarding implementations, balancing speed of launch with meticulous attention to detail
- Develop keen understanding of and ability to capably navigate Widewail’s integration ecosystem
- Make real time prioritization across customers with diverse needs, timelines, and degrees of complexity
- Customize Widewail implementation to fit customer process and preference
- Provide product training to new users so that they are enabled for success with Widewail
- Hone deep understanding of the automotive industry and dealership end customer journey
- Cultivate strong cross-functional relationships across Sales, Strategic Account Management, Engineering, and Product to drive world-class customer experiences and minimize time-to-value
- Identifying and troubleshooting product performance and system-integration issues
- Triaging issues in concert with Engineering while providing front line technical support
- Handling inbound support requests, such as password resets and permission adjustments
- Provide best practice recommendations to clients
Benefits
- Medical, Dental, Vision, HSA, FSA, DCA
- Company funded Lifestyle Spending Account
- Employer match 401K
- Paid Parental Leave
- Sick Time Off
- Paid Time Off & Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
