Onboarding Specialist
Owner Relations Technology•Squamish, BC
•CA$55,000 - CA$60,000•Onsite
About The Position
We are looking for an Onboarding Specialist to join our team in our office in Squamish. You will support the onboarding process by providing exceptional customer service for new and existing clients from around the world. Role responsibilities include ensuring the software application is delivered on time, customer training is booked on time, and customers receive an excellent start on their journey with Owner Relations.
Requirements
- Analytical mind and problem-solving aptitude
- Excellent communicator with the ability to build strong relationships internally and externally
- Calm and confident nature
- Must be able to multi-task in a fast-paced environment and set priorities within time constraints
- Attention to detail
- Strong organizational skills
- Ability to adjust and respond professionally to changing priorities
- Ability to show initiative and self-motivation
- Ability to work autonomously
- Comfortable with Office 365
- 5+ years of customer service
Nice To Haves
- Experience with Software Programs - Asana, Bugzilla, FreeScout is a plus
Responsibilities
- Support the process of implementing our software and integrating our client's PMS into our software application
- Support new clients' onboarding meetings (remote) across multiple time zones
- Support the wider onboarding strategy to ensure team performance is aligning with company and client goals.
- Collaborate with multiple departments and 3rd party vendors to ensure clients achieve desired outcomes, including identifying potential roadblocks, offering solutions, and providing ongoing support during the onboarding phase
- Gather and analyze feedback from clients and partners to identify areas of improvement in the onboarding process and collaborate with cross-functional teams to implement necessary changes
- Create and maintain onboarding process documentation
- Collaborate with training and feedback on user guides, FAQs, and knowledge-base articles
- Ensure calls/tickets are logged, prioritized and escalated appropriately
- Keep Clients informed of progression with issues and provide follow-up as necessary
- Support the onboarding manager with key projects and accounts.
- Proactively participate in regular team meetings
- Provided reports/data on key performance indicators
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
