The Despatch Company is a fast-growing Software as a Service (SaaS) company providing a wide range of software solutions from Order and Warehouse Management to Returns, Shipping and Channel integrations with a client base ranging from eCommerce start-ups to large enterprises.
Are you passionate about creating exceptional customer experiences and driving strategic initiatives? At the Despatch Company, we pride ourselves on providing innovative software solutions that help businesses thrive. We’re looking for an enthusiastic and customer-focused Onboarding Specialist to join our friendly and dynamic team. You will shape the future of our Onboarding, ensuring a consistently outstanding client journey.
Role and Responsibilities
* Learn and understand our systems from a user point of view.
* Understand the goals of the client and why they use our services.
* Set up new environments for clients
* Teach our clients how to use our services and provide support and advice to swiftly resolve their queries and issues.
* Ensure that you stick to the process and don’t do tasks for clients they need to do themselves.
* Correctly identify and triage tickets on our helpdesk to the correct departments, including escalation to second line support where necessary.
* Help write documentation or record videos to add to our knowledge base, based on the recurring support queries.
* Provide any required post-onboarding training to our clients.
* Provide technical support in sales presentations, briefings, product demonstrations.
* Assist sales personnel in achieving their sales objectives and identifying opportunities.
* Lead technical discussions in client meetings across multiple levels and disciplines to identify business and technical needs, issues and priorities.
* Provide a structured scoping plan for the client to follow along with during the onboarding process based on their needs.
* For any new integrations to be able to understand their request, gather the relevant information and loop back to the relevant team to process further.
Position Requirements
* Experience with customer support and onboarding in the software area
* Excellent communication skills, including a high level of professional English
* Strong problem-solving and analytical skills
* A high level of attention to detail
* Ability to work independently and manage multiple priorities
* Must be highly motivated and have a positive attitude
* Time management skills to effectively handle the workload
Why Join the Despatch Company?
At the Despatch Company, we are committed to transforming how businesses manage logistics, shipping, and customer interactions. By joining our team, you will play a pivotal role in shaping the future of client experience within a dynamic and fast-growing company. If you are ready to lead with vision and make a lasting impact, we want to hear from you.
This position will be full-time at the Despatch Company's office at Unit 76, Warfield Road, Kelleythorpe Industrial Estate, Driffield, YO25 9FQ.
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