SaaS Support and Onboarding Specialist

14 hours ago

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iDesign

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iDesign partners with colleges and universities to build, grow and support online and blended programs.

Instructional Design • Higher Education Marketing • Alternative Credentials • OPM

51 - 200

Description

• Assist with onboarding new clients, providing guidance and resources to help them get started with our products. • Provide basic technical support to clients, troubleshooting common issues and escalating more complex problems to senior team members. • Gather feedback from clients through surveys, interviews, and other channels, and communicate insights to the team. • Contribute to the development and maintenance of our knowledge base and customer support documentation. • Maintain accurate records of client interactions and support requests using our CRM system.

Requirements

• Bachelor's degree in a relevant field, or equivalent work experience • 0-2 years of experience in customer service, technical support, or a related client-facing role • Excellent written and verbal communication skills, with the ability to effectively explain technical concepts in simple terms • Basic understanding of SaaS products and technology, with a willingness to learn and develop technical skills • A proactive approach to problem-solving, with the ability to think critically and find solutions to common client issues • A genuine passion for helping others and a commitment to providing excellent customer service • Familiarity with CRM & Project Management software (e.g., Hubspot, GitHub, Asana) • Proficient in Excel/Google Sheets • Experience in the Education Industry