Customer Support and Onboarding Specialist

Description:
? Welcome and engage new customers by guiding them through Tesorio?s onboarding process.
? Conduct product demonstrations, configuration, and training sessions tailored to customer needs.
? Develop customized onboarding plans that align with the customer?s specific goals and use cases.
? Collaborate with Sales and Customer Success Managers to ensure a smooth onboarding experience.
? Work with Tesorio partners to provide project management support across multiple stakeholders.
? Proactively engage with customers post-onboarding to ensure continued success and satisfaction.
? Research, troubleshoot, and resolve end-user issues via email and live chat, following up to ensure resolution and customer satisfaction.
? Validate user-reported issues by reproducing steps, reviewing logs, and identifying potential causes, while documenting findings for internal teams.
? Communicate effectively with customers by asking clarifying questions, providing workflow best practices, and... offering creative solutions.
? Serve as a customer advocate, prioritizing inquiries, fostering collaboration, and ensuring customer satisfaction through adherence to internal processes and productivity goals.

Requirements: ? 3 years of experience in technical support, customer success, and onboarding for SaaS ? 1-3 years of experience working in a remote environment ? Prior experience working for a Series A-C startup serving global customers. ? Familiarity with a support ticketing system - Jira. ? Exhibit strong independent problem-solving skills by effectively triaging, diagnosing, and identifying solutions even when full information or clarity is not immediately available. ? Demonstrate excellence in written and verbal communication, active listening, and the ability to manage difficult conversations with positive outcomes. ? Manage multiple priorities efficiently, utilizing exceptional project management, time management, and organizational skills while collaborating with cross-functional teams. ? Show adaptability and thrive in ambiguous environments, applying above-average reasoning and critical thinking to define problems, analyze data, and implement solutions.

Benefits:
? Competitive salary, commission plan, and stock options
? Opportunity to work in a high-growth SaaS company with a strong, results-oriented culture
? Comprehensive Health Insurance (Medical, Dental & Vision)
? Paid vacation, sick time, and company holidays
? Long-Term Disability Coverage
? 401(k) Plan
? Stipends for Health & Wellness and Personal Growth
? Choice of Mac or Windows laptop
? Noise-canceling headphones
? Choice between a home office buildout or expensing a co-working space

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