Customer Onboarding Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

As a Customer Onboarding Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. You’ll answer questions, solve problems, and help guide our clients by communicating through our ticketing system and occasional screen share calls. You’ll become an expert at using our platform and will be instrumental in the success of our clients.

Primary Responsibilities:

• Answer support tickets from clients that are onboarding through Hubspot, ensuring customer questions and problems are addressed efficiently and effectively.
• Facilitate video conference calls when necessary, to discuss and walk through customer setup questions.
• Proactively reach out to clients to check in on their onboarding progress, answering questions and providing guidance where needed.
• Identify, reproduce, and document bugs for the development team to address.
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.

Primary Qualifications:

• Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
• Have strong organizational and project management skills.
• Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
• Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
• Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
• Have a strong positive attitude and perform well under pressure.
• Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
• Be an attentive listener and communicate empathically with clients in order to build rapport.

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
•  Medical
•  Extended Health and LTD plan
•  Dental
•  Vision
•  RRSP (with employer match)
•  Health Spending Account
•  Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.