Technical and Onboarding Support Specialist

**Important**

For your application to be considered, we request the following:

- Your most recent CV
- A sample voice recording via ---------- (send us the link)

Applications missing either of these two requirements will not be considered.

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Our client is a data and technology company specializing in transforming email signatures into a powerful marketing channel. Recognized for their "Best Ease of Use" by Capterra, they are committed to helping businesses, especially small ones, achieve their big goals.

They are currently seeking a dedicated Technical and Onboarding Support Specialist to join their remote team. This role is crucial in providing coverage for the sales team in the Eastern Standard Time (EST) zone, as the rest of the team is located in New Zealand.


**Key Responsibilities:

- Provide technical support to customers, addressing their queries and resolving issues promptly.
- Facilitate the onboarding process for new clients, ensuring a smooth transition and excellent customer experience.
- Collaborate with the sales team to understand customer needs and provide appropriate solutions.
- Maintain a thorough understanding of our products and services to provide accurate information to customers.
- Monitor customer complaints and escalate issues as necessary to ensure customer satisfaction.



**Skills and Competencies:

- Proven 3-plus years of experience in a similar role, preferably in a tech company.
- Experience in dealing with customers, addressing their queries, and resolving issues promptly. This is essential for providing an excellent customer experience during the onboarding process and beyond.
- Ability to troubleshoot technical issues related to the email signature manager and other related software via phone.
- Basic understanding of email marketing strategies, including the use of email signatures as a marketing channel.
- Familiarity with managing and updating branded email signatures across a company. This includes ensuring compatibility with various devices and modes (like dark mode and mobile devices).
- Ability to interpret and use analytics data, such as email open rates, click rates, and other recipient actions. This will help in providing insights and making every email more effective.
- Working experience with app integrations on Google Workspace and Microsoft 365
- Excellent communication and email writing skills.
- Ability to work independently and manage time effectively.
- Knowledge of email marketing and related software would be a plus.

** Work Arrangement:

The schedule for this role is initially 5 hours every Friday only (i.e., 10a-3p EST). However, there is potential for the hours to increase based on business needs and performance. The ideal candidate will have experience in a similar role and be committed to providing the amazing customer experience that our client’s customers are used to receiving.