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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