SaaS Customer Support and Onboarding Specialist

About Us:

At xFusion, we are actively seeking an exceptional candidate for the position of Customer Support and Onboarding Specialist. This role is dedicated to seamlessly integrating clients onto our client’s SaaS platform. The successful candidate will demonstrate proficiency, and will be trained to possess an in-depth understanding of the platform’s features and a knack for troubleshooting common issues. Exceptional verbal and written communication skills are a must, enabling the effective conveyance of complex technical information to clients with varying levels of tech-savviness.

Note, the role does not require you to have advanced technical skills, but does require you to understand the issue the customer presents, and to be able to create a ticket for the developers to address the bug/issue.

The core focus of this role is customer satisfaction, requiring empathetic client interactions, a deep understanding of unique client needs, and the delivery of effective solutions or necessary escalations. In addition to a customer-centric approach, you will be occasionally responsible for creating and delivering training materials and live Zoom or Loom video recording sessions that empower clients to comprehend and utilize the SaaS product effectively.

Key Responsibilities:

• Concierge Onboarding: Guide new clients through the onboarding process, providing synchronous or asynchronous support for a smooth start.
• Platform Proficiency: Demonstrate a solid understanding of the SaaS platform, effectively showcasing features and troubleshooting common issues.
• Demonstrate Product Features: Engage potential clients with captivating demonstrations tailored to their needs.
• Proactive Client Engagement: Address client queries via phone, email, and live chat, aiming to maximize client satisfaction.
• Client Retention Strategies: Identify and engage with clients at risk of churning, resolving issues, and implementing strategies for long-term relationships.
• Knowledge Base Development: Contribute to internal and external knowledge bases by creating comprehensive help documents for clients.
• Help Desk Optimization: Implement best practices for help desks and develop reporting dashboards for performance assessment (with the help of xFusion leadership).
• Customized Revenue Recovery: Implement personalized strategies to recover lost revenue, focusing on resolution strategies for failed payments using various communication channels.
• Back-Office Assistance: Undertake miscellaneous administrative tasks to ensure efficient system operations.

Qualifications and Skills:

• Passionate Client Engagement:
• Demonstrate genuine enthusiasm for engaging with clients and ensuring their success.
• Proactively address client needs, showcasing a commitment to exceeding expectations.
• Adaptability to evolving client requirements, showcasing a forward-thinking approach.

•Professional Appearance and Equipment:
• Maintain a polished and professional appearance suitable for client-facing interactions.
• Ensure access to reliable and up-to-date equipment aligned with the role’s responsibilities, including:
• Computer Requirements: A high-performance computer with updated software to facilitate smooth virtual interactions.
• Camera and Microphone: Utilize a quality camera and microphone setup for clear, crisp video and audio
communication.
• Background View: Ensure a clean and professional background, minimizing distractions to enhance the visual
experience for clients (Zoom artificial background is permitted if necessary).
• Noise Control: Implement measures to control ambient noise, creating a conducive environment for face-to-face
interactions.

•Exceptional Communication Proficiency:
• Exhibit outstanding verbal and written communication skills across various channels.
• Effectively convey technical information in a clear and understandable manner.
• Showcase the ability to tailor communication to diverse audiences with varying tech-savviness.

• Confidence and Professionalism in Video Interactions:
• Project confidence and professionalism during video interactions.
• Display a strong online presence, conveying trust and competence.

• Problem-Solving Expertise:
• Demonstrate robust problem-solving skills to swiftly identify and address client issues during the onboarding process.
• Showcase a proactive approach to resolving challenges, ensuring a seamless client experience.

Join Our Team:

At xFusion, we champion diversity and actively invite applications from individuals of all backgrounds. If you possess a genuine passion for ensuring clients’ success and resonate with the requirements of the role, we extend a warm welcome to everyone.
We firmly believe in the potential for growth and development in each individual. Product knowledge is trainable, and we understand that perfection is not a prerequisite. What we value most is an ownership mindset—an eagerness to embrace challenges, learn, and contribute proactively.

If you’re excited about being part of a dynamic team, are driven by a commitment to excellence, and bring enthusiasm to the table, we encourage you to apply. Your unique perspective and skills could be the valuable addition that propels our team to new heights.

Join us in creating an inclusive and thriving work environment where everyone’s contributions are valued. We look forward to welcoming individuals who are ready to grow, learn, and make a positive impact.

Apply today and be a part of our exciting journey!

Please share a link to your updated resume and a Loom video explaining why you are a good fit for this position.