We are looking for an Onboarding & Customer Support Specialist to help new customers get started smoothly and confidently with our platform in Greater Cleveland, Ohio. In this role, you will combine customer guidance, technical problem-solving, and proactive outreach to create a positive early experience for every client. The ideal candidate is comfortable leading virtual training sessions, answering setup questions, and spotting opportunities to improve adoption during the onboarding journey.
Responsibilities:
- Guide new clients through account activation, platform setup, and key feature education using video meetings and written communication.
- Support customers with data uploads, system connections, and configuration tasks so they can begin using the platform effectively.
- Review early usage activity to identify customers who may need additional assistance and reach out with timely support.
- Create, refine, and maintain onboarding guides, quick-start materials, and client-facing documentation to improve the new user experience.
- Respond to service-related questions and basic technical issues, documenting interactions and follow-up actions through support ticket workflows.
- Partner with customer-facing teams to ensure onboarding progress, client concerns, and setup milestones are clearly communicated.
- Help customers navigate CRM-related workflows and resolve common user issues within a Windows-based support environment.
- At least 1 year of experience in customer onboarding, help desk support, desktop support, or a related client-facing role.
- Working knowledge of Microsoft Windows, including Windows 10, and the ability to perform basic troubleshooting tasks.
- Familiarity with service desk ticketing processes and handling customer issues in a structured support environment.
- Experience using Google Workspace or similar productivity tools for communication and documentation.
- Exposure to CRM platforms such as HubSpot or other customer relationship management systems.
- Understanding of account access concepts, with Active Directory experience considered valuable.
- Strong verbal and written communication skills with the ability to explain technical steps clearly to new users.
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