Address
Form of work
SalaryIt's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Summary:
As a Customer Onboarding Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. You’ll answer questions, solve problems, and help guide our clients by communicating through our ticketing system and occasional screen share calls. You’ll become an expert at using our platform and will be instrumental in the success of our clients.
Primary Responsibilities:
- Answer support tickets from clients that are onboarding through Hubspot, ensuring customer questions and problems are addressed efficiently and effectively.
- Facilitate video conference calls when necessary, to discuss and walk through customer setup questions.
- Proactively reach out to clients to check in on their onboarding progress, answering questions and providing guidance where needed.
- Identify, reproduce, and document bugs for the development team to address.
- Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
Primary Qualifications:
- Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
- Have strong organizational and project management skills.
- Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
- Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
- Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
- Have a strong positive attitude and perform well under pressure.
- Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
- Be an attentive listener and communicate empathically with clients in order to build rapport
Success factors/job competencies:
- Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
- Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.
- Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
Benefit Information:
Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:
- Major Medical
- Dental
- Vision
- RRSP with Company Match
- Paid Holidays
- Personal Time Off
- Employer Paid Short Term Disability & AD&D
- Other employee paid supplemental insurances offered
Physical demands and work environment:
Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.
This position is 100% remote. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule in a non-corporate office environment.
Final candidate must be able to pass a background check.
