Onboarding Technician

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Support customers in setting up their accounts through phone calls and screen sharing.

• Walk customers through the login process, configuration settings, and product features.

• Accurately configure accounts, call flows, and devices with meticulous attention to detail.

• Conduct network checks and perform basic troubleshooting tasks.

• Test configurations to guarantee successful implementation.

• Provide customer training on product features and usage.

• Achieve daily productivity and performance targets (appointments, call handling, completion rates).

• Manage inbound onboarding calls and scheduled appointments.

• Collaborate with teams such as Sales, Product Support, CRM, and other internal departments to enhance the overall customer experience.

• Show enthusiasm for AI tools and automation in customer support and onboarding processes.

• Work with AI-driven onboarding systems by addressing escalations or unusual cases that AI cannot manage.

• Offer insights to refine AI onboarding agents based on actual customer experiences.

• Adapt to an evolving environment where onboarding increasingly relies on AI assistance and backend operations.

⛳️ Requirements

• Proficient in English with excellent written and verbal communication skills.

• Background in a customer-facing or support role.

• Strong problem-solving abilities and troubleshooting expertise.

• Excellent communication skills and active listening capabilities.

• Dedication to providing outstanding customer service.

• Keen attention to detail and effective time management skills.

• Basic technical knowledge (software support, device setup, networking fundamentals).

• Willingness to work evening/night shifts aligned with U.S. business hours (Mon–Fri 4:00 pm – 3:00 am).

🏝️ Benefits

• Health 🍏 – Comprehensive medical coverage, individual limits on exclusions, and dental care.

• Insurance 💼 – Life, disability, trauma-related injuries, and critical illness coverage.

• Work-Life Balance ⚖️ – Paid Time Off (PTO) for all employees, paid sick leave (official documentation required), paid parental leave, and paid holidays.

• Wellness 🤸 – Employee Assistance Program and wellness initiatives.

• Growth 🌱 – Opportunities for ongoing learning, development, and career advancement.