Remote Onboarding Customer Technical Support Specialist For SaaS Company

At TeamsWork we are seeking a remote dedicated onboarding customer technical support specialist for SaaS company to join our team. In this role, you will be responsible for onboarding customer and providing customer support and technical support through chats, mails, meeting. Your primary focus will be to onboard customer, address customer concerns, and ensure a positive experience with our brand’s products and services. This position requires exceptional spoken and written communication and presentation skills and the ability to multitask effectively.

Responsibilities

• Serve as the main point of contact during the onboarding phase.
• Responding to customer inquiries and support requests via chats, email, meeting, and other digital channels.
• Establish strong relationships with new customers to ensure trust and satisfaction.
• Assist customers in configuring and customizing their account to match their business needs.
• Guide customers through technical setup, integrations, and data imports if required.
• Conduct live product demos, walkthroughs, and training sessions.
• Provide resources like videos, help docs, and onboarding checklists.
• Identify customer goals and create a success plan to align product usage with business objectives.
• Set clear milestones and success metrics.
• Troubleshoot issues or concerns during onboarding and coordinate with support or technical teams as needed.
• Track onboarding progress using CRM or onboarding tools.
• Monitor product adoption and ensure timely completion of onboarding steps.
• Gather feedback on the onboarding experience to identify areas for improvement.
• Report onboarding metrics to internal teams and suggest product or process improvements.
• Keep internal documentation updated based on onboarding learnings and FAQs.
• Contribute to the knowledge base for future onboarding efficiency.
• Work closely with sales, support, product, and customer success teams to ensure alignment.
• Communicate customer needs or roadblocks to relevant internal stakeholders.
• Understanding and resolving customer issues, such as order status, product information, payment concerns, etc.
• Building strong relationships with customers by providing prompt and helpful responses.
• Escalating complex issues to relevant departments when necessary.
• Maintaining detailed records of customer interactions, feedback, and resolutions in the CRM system.
• Identifying common customer pain points and providing feedback to improve products and services.
• Staying updated on the brand’s latest updates, promotions, and policies to provide accurate information.
• Ensure support articles are consistently updated to reflect the latest product changes and improvements.
• Contributing to team efforts by achieving individual and team performance goals.

Requirements

• Prior experience in customer support or a related field in SaaS is preferred.
• Strong spoken & written communication skills with attention to detail.
• Ability to handle customer inquiries with patience, empathy, and professionalism.
• Experience using CRM software and other digital communication tools.
• Proficiency in AI Tools, Google Sheets and Docs.
• Self-motivated with a positive attitude and a willingness to learn.
• Strong organizational skills and the multitask in a fast-paced environment.

Benefits

• Work from anywhere, 5 days a week, 8 hours per day
• Paid Internet charges
• Paid Health Insurance charges
• Laptop and other devices upgrades
• Paid Sick and Causal Leaves
• Paid Holidays and Birthday
• Rewards and recognition
• Great work-life balance
• Learning environment, Team play