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Technical Onboarding Specialist

  • Location: New York, NY
  • Job Type: Direct Placement
  • Ref No: 20-03930
  • Date: September 25, 2020
  • Job title:

Job Description - Technical Onboarding Specialist

Job Description

This is a 100% Remote opportunity!



Essential Duties and Responsibilities

  • Quickly gain an understanding of our SaaS software product, the key components, and how our users interact with it
  • Develop and implement a well-planned customer on-boarding
  • Provide customer training and education on company product and services
  • Provide product and technical support service to customers
  • Create, manage and track customer data using online tools
  • Develop and maintain a smooth and strong relationship with customers to increase loyalty and retention
  • Pay attention to customer’s details and complaints
  • Achieve target customer retention
  • Intervene to customers at risk
  • Respond to customer support tickets and drive IT issues from start to full completion, escalating software failures to the Development team and working with them to resolution
  • Assist in improving customer documentation and support Knowledge Base articles
  • Recognize support case trends and bring these to the attention of the team

Qualifications

  • 1-3 years of IT experience as a support engineer or related technical proficiency
  • Basic technical skills, IT Networking, and internet technology
  • Teaching or experience with facilitation is preferred
  • Exceptional customer service and interpersonal skills
  • Excellent phone, verbal and written communication skills
  • Analytical, Proactive and takes initiative
  • Business and tech-savvy
  • Ability to work on customer relationship management applications
  • Managed Service Provider (MSP) experience and or MSP channel products
  • Experience with general IT infrastructure technologies like switches/firewalls and networking
  • Experience with end system software installation issues and MSI installation issues is a plus
  • Experience with REST APIs is a plus
  • Experience with Amazon Web Services is a plus
  • Excellent troubleshooting and customer service skills
  • Must be authorized to work in the United States
  • Must sit on the East Coast

Education

At least one of the following:

  • A Bachelor’s Degree in Computer Science or 2 years of related experience
  • Comptia Network + or 2 years of related experience
  • Comptia A + or 2 years of related experience
  • VMware VCA or 2 years of related experience
  • Microsoft MSCA/MCSD or 2 years of related experience
  • AWS Certified Cloud Practitioner or 1 year of related experience
  • Cisco CCNA or 2 years of related experience

Additional Information

  • Professional office environment
  • Some travel to trade events may be required

 




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