Salary: $22,000 per annum
Working hours : 10am - 7pm Eastern Time
At Threecolts, we're not just a software suite; we're a powerhouse for Marketplace entrepreneurs and well-known international brands. Our mission To revolutionize the Commerce landscape by acquiring, launching, and scaling cutting-edge software tailored for Amazon and Walmart businesses. With robust capital backing and a clear vision, we're poised for an exhilarating phase of accelerated growth. Join us on the journey!
Our vibrant team spans the globe, comprising over 200 innovative minds from 32 countries across five continents. Together, we foster a culture of collaboration, diversity and relentless pursuit of excellence. At Threecolts, every day is a new opportunity to shape the future of Commerce, supported by a community that's as passionate about success as you are.
We're looking for an experienced and talented Onboarding Specialist for our Helpdesk solution to join our Customer Relationships team.
If you're ready to take on the task of guiding customers through the onboarding journey, connecting our Helpdesk with each of the different marketplaces they sell on, helping them fully integrate with our software's various features, and facilitating full integration with our software's array of features to ensure a smooth onboarding experience and transition, we'd love to hear from you.
Key Duties & Responsibilities :
- Guide Customers to Success :
- Own the customer journey from initial contact through successful implementation of our helpdesk solution.
- Understand customer needs, identify pain points, and provide tailored onboarding plans.
- Deliver product demonstrations, guiding customers on features like email support and buyer-seller messaging.
- Collaborate with customers to complete onboarding forms and integrate our platform with their marketplaces.
- Communicate proactively, keeping customers informed of progress and next steps.
- Optimize the Onboarding Process:
- Follow established onboarding procedures while identifying opportunities for improvement and automation.
- Utilize project management tools (e.g., HubSpot, Jira, Confluence, Notion) to manage onboarding tasks, timelines, and resources efficiently.
- Maintain accurate customer records in designated systems.
- Drive Customer Satisfaction:
- Ensure customer success with a friendly and courteous approach.
- Continuously learn about the product and industry to enhance your expertise and better serve customers.
Essential Skills & Requirements :
- Must be able to work 10 am - 7 pm Eastern Time
- At least 3 years of experience in onboarding, implementations, customer success, or a relevant area within a SaaS company.
- Strong project management skill, with an ability to prioritize tasks and manage multiple projects simultaneously.
- Organizational skills you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized.
- Excellent communication and interpersonal skills to build strong relationships with customers and team members.
- Strong attention to detail and ability to follow processes and procedures.
- Great attention to detail
- Ability to quickly learn semi-technical concepts related to system configuration and automation (e.g., Triggers, Automation work-flows, Hubspot sequences).
- Highly self-motivated and driven you don't need someone hovering over your shoulder telling you what to do all day.
Bonus Points :
- Bachelor's degree in Computer Science, Engineering, Computer Information Science, Information Technology, or a related field.
- Experience working with Zendesk/Freshdesk/Gorgias/Help Scout / ZohoDesk
- Experience in e-commerce
- Experience working in a startup or scale-up environment
- API knowledge
We are striving to create a diverse and inclusive environment. We encourage all applicants to apply for our roles. We value and actively seek diverse talent!
Get to know us a bit better:
https://www.threecolts.com/
