Who We Are
Welcome to Service Box, a leading provider in North America of field service management software tailored for HVAC, plumbing, electrical, and construction industries. Our comprehensive platform streamlines operations through features like work orders, scheduling, invoicing, and integrates seamlessly with accounting systems such as Quickbooks and Sage. We cater to established companies with 15 or more employees, aiming to optimize end-to-end business workflows.
What We're Looking For
We are currently seeking a skilled Customer Onboarding Technician to join our rapidly growing startup in North America. As a vital member of our Customer Success team, you will be responsible for the customer onboarding journey, particularly handling intricate and sizable customer setups. In addition, you'll bring forth your experience in accounting software and adept technical troubleshooting skills, employing your sharp critical thinking to guide customers seamlessly through the setup phase.
What You'll Do
Customer Onboarding Process:
- Own and execute the end-to-end onboarding process for new customers, from initial engagement, onboarding training sessions to product adoption.
- Develop and customize onboarding meetings or plans tailored to each customer's specific needs, goals, and objectives.
- Coordinate with cross-functional teams, including Sales, Helpdesk and Product Development, to ensure a smooth and cohesive onboarding experience.
- Gather customer feedback and insights during the onboarding process, identifying opportunities for improvement and enhancement.
Relationship Building:
- Build strong relationships with new customers, serving as a trusted advisor and advocate for their success.
- Proactively engage with customers to understand their business requirements, preferences, and pain points, providing personalized support and solutions.
- Foster open communication and transparency throughout the onboarding journey, ensuring alignment with customer expectations and objectives.
Customer Training and Education:
- Provide product demonstrations, training sessions, and educational resources to facilitate customer understanding and proficiency.
- Address customer questions, concerns, and challenges during the onboarding process, offering timely guidance and support.
- Create and maintain documentation such as knowledge base articles, FAQ’s and other comprehensive guides.
Ticket Management and Problem Solving
- Resolve complex technical or onboarding issues
- Monitor the ticket system to ensure a clean and organized Helpdesk environment: prioritizing ticket based on urgency, communicating ticket statuses to stakeholders, addressing and closing overdue tickets promptly, adhering to Customer SLA’s.
- Contribute to the improvement of support processes, suggesting ideas for efficiency and effectiveness.
What You'll Bring
- Proficiency in technical troubleshooting, including problem solving, diagnosing and resolving user issues.
- Willingness to have a flexible work schedule (ability to work across Canadian time zones)
- Strong communication skills, enabling clear and concise guidance for users.
- Customer-centric approach prioritizing user satisfaction and needs.
- Experience in documentation and knowledge management systems.
- 3-5 years' experience in Customer Service, Help Desk or related support functions with software products.
- Familiarity or experience working in or with accounting software systems, such as QuickBooks or Sage.
- A bachelor's degree in a relevant field such as Computer Science, Information Technology or related discipline. Experience in HVAC, plumbing, electrical, and construction industries would be considered an asset.
What We Offer
- Flexible work environment including remote options (head office located in Saskatchewan).
- Own and grow your role with a significant impact on Service Box's growth trajectory.
- Competitive salary with performance-based incentives.
- Comprehensive benefits package including dental and vision care
- Collaborative and innovative company culture.
