Customer Support and Onboarding Specialist

Description:
• Welcome and engage new customers by guiding them through Tesorio’s onboarding process.
• Conduct product demonstrations, configuration, and training sessions tailored to customer needs.
• Develop customized onboarding plans that align with the customer’s specific goals and use cases.
• Collaborate with Sales and Customer Success Managers to ensure a smooth onboarding experience.
• Work with Tesorio partners to provide project management support across multiple stakeholders.
• Proactively engage with customers post-onboarding to ensure continued success and satisfaction.
• Research, troubleshoot, and resolve end-user issues via email and live chat, following up to ensure resolution and customer satisfaction.
• Validate user-reported issues by reproducing steps, reviewing logs, and identifying potential causes, while documenting findings for internal teams.
• Communicate effectively with customers by asking clarifying questions, providing workflow best practices, and... offering creative solutions.
• Serve as a customer advocate, prioritizing inquiries, fostering collaboration, and ensuring customer satisfaction through adherence to internal processes and productivity goals.

Requirements: • 3 years of experience in technical support, customer success, and onboarding for SaaS • 1-3 years of experience working in a remote environment • Prior experience working for a Series A-C startup serving global customers. • Familiarity with a support ticketing system - Jira. • Exhibit strong independent problem-solving skills by effectively triaging, diagnosing, and identifying solutions even when full information or clarity is not immediately available. • Demonstrate excellence in written and verbal communication, active listening, and the ability to manage difficult conversations with positive outcomes. • Manage multiple priorities efficiently, utilizing exceptional project management, time management, and organizational skills while collaborating with cross-functional teams. • Show adaptability and thrive in ambiguous environments, applying above-average reasoning and critical thinking to define problems, analyze data, and implement solutions.

Benefits:
• Competitive salary, commission plan, and stock options
• Opportunity to work in a high-growth SaaS company with a strong, results-oriented culture
• Comprehensive Health Insurance (Medical, Dental & Vision)
• Paid vacation, sick time, and company holidays
• Long-Term Disability Coverage
• 401(k) Plan
• Stipends for Health & Wellness and Personal Growth
• Choice of Mac or Windows laptop
• Noise-canceling headphones
• Choice between a home office buildout or expensing a co-working space

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