As an Implementation Specialist, you will work directly with, and support, current customers daily to help them learn to use our software and to resolve challenging technical product issues. A successful Onboarding Specialist is a motivated individual who is customer-focused and has the ability to create relationships with clients and teach them how to use a software platform that might be very complicated to a user with minimal technical skills. If you are passionate about customer support and get excited about technology innovation, then Caresmartz is the place for you
You will act as a point of contact for training and answering questions regarding our product,
CareSmartz360, with our customers. This includes hosting the initial onboarding meeting, conducting video conference training, following up to make sure the set-up process is progressing to meet the client’s desired start date, reviewing the work they have done independently and suggesting improvements, hosting webinars,
replicating any issues which they are facing and developing workarounds or interim solutions using the available set of tools and resources to address immediate customer needs. You will work with our experienced support team and our development team for additional support when the available resources do not offer results.
Key Responsibilities:
Participate in Onboarding and Training of new clients and software Users
Provide a high level of customer engagement and develop strong relationships with key customers
Offer customers electronic and telephone-based product support
Perform basic and advanced troubleshooting and problem replication to identify/verify underlying causes of customer reported problems.
Utilize experience, knowledge base, user guides and other internal resources to resolve
application and technical issues
Utilize internal ticketing software to log customer information and reported issues
Escalate calls to a second-tier analyst according to defined support processes
Contribut