Onboarding Specialist
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Summary:
The Onboarding Specialist guides new customers through their first 90 days, handling account setup, data imports, hardware configuration, and product training. They manage customer communication across multiple channels, track onboarding progress in HubSpot, and coordinate with internal teams to ensure a smooth and successful transition onto the platform.
Role and Responsibilities:
· Calling new customers to introduce themselves and explain the onboarding process.
· Adjust the admin settings to set up a customer account based on the sales handover.
· Setup receipt and tag printers Import customer and product data using a template 2-3 video call sessions for product and workflow training.
· Send follow-up emails.
· Respond to customer questions via email, phone, and SMS Track account activity via HubSpot and flag any potential risk.
· Communicate with internal teams to ensure payments and other systems are set up correctly.
· Owns the customer relationship for the first 90 days with the first 30 days being active in account setup.
Qualifications:
· Minimum 2 years' experience in customer onboarding, implementation, or customer success roles.
· Excellent written and verbal English communication skills (C1 level or equivalent).
· Experience with SaaS platforms and CRM systems.
· Professional telephone manners and customer service orientation.
· Ability to learn technical software quickly.