Salary Range: 80000 to 105000 (Currency: USD) (Pay period: per-year-salary)
We are seeking a motivated technician for our Onboarding team. This role deploys technical configurations for new and existing customers and owns their onboarding experience with Smarsh.
Must have a fundamental knowledge and understanding of mobile devices and communication channels
What will you do?
- Manage the day-to-day operations of the Mobile Onboarding team which provisions and configures services for new and existing customers.
- Lead and motivate the team through coaching, career planning and setting individual objectives.
- Coordinate customer escalations and promote exceptional customer experience (CX).
- Develop, implement and maintain process runbooks and associated documentation that result in consistently high quality (error-free) service provisioning with the highest level of customer satisfaction.
- Proactively collaborate with the Client Services leadership teams and departments across the organization.
- Service provisioning requests and fulfill the same duties as an implementation technician.
- Maintain self and team knowledge of, and proficiency, with all Smarsh mobile capture products, technologies and services.
- Send product/services information to client(s) upon request.
- Setup, configure, and provide documentation for hosted services.
- Ask Pre-sales and sales technical questions as they arise in relation to integration with services provided.
What will you bring?
- Demonstrate a proficiency with Salesforce.
- Strong attention to detail and ability to multi-task and coordinate competing priorities.
- Excellent written and verbal communication skills including customer communications.
- Ability to provide phone and email configuration support for hosted services.
- Ability to troubleshoot and/or implement complex email migrations
- Commitment to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
- Ability to preserve confidentiality of information.
- Ability to work extended hours/days to meet clients’ launch schedules.
- Accuracy and attention to detail.
- Ability to organize, prioritize, and work on a variety of tasks/projects for multiple clients.
- Ability to work within strict time frames and resolute deadlines.
- Curiosity, critical thinking, and problem solving
- Excellent written and verbal English communication skills
- Willingness to learn & adapt to new technologies
- Professional demeanor and strong work ethic
- Strong attention to detail
- Patience and desire to help others
Qualifications and Requirements
- 5+ Years in a recent software environment assisting end users via phone and email
- Proficient in MS Office (Word, Excel, PowerPoint, Visio)
- Salesforce experience a plus
- BS/BA (Computer Science or technical degree is ideal) or equivalent experience.
- Minimum of 3 years’ experience with an implementation department or similar teams involved with technology configuration or provisioning.
- Experience with mobile technology integration, mobile service providers, and mobile device management (MDM).
- Experience in a software company, preferably SaaS.