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.
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
