Customer Support and Onboarding Coordinator
We are seeking a highly motivated and customer-focused Customer Support and Onboarding Coordinator to join our team. This dual-role position is designed for someone passionate about helping customers succeed, providing excellent support, and ensuring a smooth onboarding experience.
The ideal candidate will serve as the first point of contact for customer inquiries while also playing a key role in educating and training new customers to achieve their goals with our product or service.
Key Responsibilities:
Customer Support:
1. Respond promptly to customer inquiries via email, chat, phone, and other support channels.
2. Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team as needed.
3. Maintain accurate records of customer interactions in our CRM or support software.
4. Identify recurring issues and provide feedback to improve user experience.
5. Develop and update FAQs, help articles, and other self-service resources to empower customers.
Customer Onboarding & Training:
1. Guide new customers through the onboarding process, ensuring they understand and can effectively use our product or service.
2. Conduct personalized training sessions (virtual or in-person) tailored to customer needs.
3. Create and deliver training materials, including videos, webinars, and user guides.
4. Act as a proactive resource to customers during the critical onboarding period, ensuring adoption and satisfaction.
5. Monitor customer progress during onboarding and provide timely follow-ups to address any roadblocks.
Key Qualifications:
1. Excellent communication skills, both written and verbal.
2. Strong problem-solving skills and a proactive attitude.
3. Ability to explain technical concepts to non-technical users.
4. Familiarity with CRM and support tools (e.g., Zendesk, Intercom, HubSpot) is a plus.
5. Experience creating training materials or delivering training sessions is an advantage.
Seniority Level: Entry level
Employment Type: Full-time
Job Function: Information Technology
Industries: IT Services and IT Consulting
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