Client Support and Onboarding Specialist

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Sagan A tiempo completo

Job Title: Client Support and Onboarding Specialist

Location: Remote

Job Type: Full-time

Job Description:

We are seeking a highly skilled Client Support and Onboarding Specialist to join our team at Sagan. As a member of our support team, you will be the first point of contact for clients, addressing their inquiries and overseeing the onboarding process. Your primary focus will be on providing excellent customer support, troubleshooting technical issues, and ensuring a smooth transition to our system. You will also be responsible for managing internal ticketing systems, gathering onboarding requirements, and collaborating with the team to identify and implement improvements in the overall customer journey.

Key Responsibilities:

  1. Support:
  2. Act as the first point of contact for all client support inquiries, ensuring a prompt and professional response.
  3. Manage and optimize the internal ticketing system using Jira and HubSpot to track, prioritize, and resolve client issues efficiently.
  4. Ensure timely responses to client support requests, escalating technical issues to the development team when necessary.
  5. Proactively monitor support tickets to prevent delays or overlooked issues, following up consistently to ensure resolution.

  1. Install/Onboarding Tasks:
  2. Assist clients with installs and onboarding once contracts are finalized, ensuring a smooth transition to our system.
  3. Organize and lead install calls, gather onboarding requirements, and collect necessary data from clients to tailor the system to their specific needs.
  4. Complete onboarding tasks, including system customization, ensuring clients are set up for long-term success with our software.
  5. Provide clear onboarding instructions and ongoing support to clients throughout the implementation process.

  1. Client Success:
  2. Offer post-onboarding support to facilitate seamless software adoption and ongoing client satisfaction.
  3. Gather feedback from clients to assess their experience, using it to improve onboarding and support processes.
  4. Collaborate with the team to identify and implement improvements in the overall customer journey, enhancing the client experience at every stage.

Requirements:

  1. Strong Communication Skills:
  2. Strong conversational and written English skills, able to communicate professionally with American clients.

  1. Technical Skills:
  2. Proven experience in customer support or a client-facing role.
  3. Tech-savvy, with the ability to quickly learn new software systems.
  4. Strong organizational skills and attention to detail.
  5. Experience with Jira and HubSpot.
  6. Familiarity with Notion.

Nice-to-Haves:

  1. Experience in the Veterinary Industry or SaaS Products:
  2. Previous experience in onboarding or customer success roles.
  3. Pet owners are encouraged to apply.

How to Apply:

Please submit your resume and intro video in English format. We look forward to hearing from you.

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