Customer Onboarding Specialist

Job Title: Customer Onboarding Specialist

Company Overview:

At Diesel Laptops, we are dedicated to revolutionizing the commercial truck and off-highway vehicle repair industry. Since our inception, we have been committed to providing cutting-edge diagnostic tools, repair information, and world-class training to our clients. Our mission is to empower technicians and repair facilities with the knowledge and tools they need to efficiently diagnose and repair vehicles, ultimately reducing downtime and improving profitability. At Diesel Laptops, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued and has the opportunity to grow.

Key Responsibilities

• Following processes and procedures related to Customer Support.
• Documenting customer interactions and communicating issues to appropriate departments. Escalating customer complaints when necessary.
• Ensure customer satisfaction and provide professional customer support.
• Communicate with customers via phone, email, and other channels to guide them through the onboarding process.
• Evaluate and process claims related to customer hardware issues.
• Conduct follow-up calls or emails with customers to ensure they are satisfied with the product and address any additional concerns.
• Assist customers with product setup, activation, and purchase inclusions to ensure they have a clear understanding of how to use our software and hardware.
• Provide product demonstrations and training sessions to educate customers on the features and functionalities of our products.
• Address customer inquiries promptly and professionally, escalating complex issues to appropriate teams for resolution.
• Gather feedback from customers regarding their experience and relay this information to relevant teams for continuous improvement.
• Stay updated on product updates, new features, and industry trends to effectively support customers during the onboarding process.
• Participate in training sessions and development opportunities to enhance product knowledge and customer service skills.
• Assist in the development of materials, such as tutorials, FAQs, and user guides to facilitate self-service onboarding for customers.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a passionate and innovative team.
• Career growth and development opportunities.
• Collaborative and dynamic work environment.

Equivalent Education Level Preferred: High school diploma or General Education Degree.

Experience Required: 2 years experience in verified customer service role.

Knowledge Required: Outstanding written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to maintain confidential information and professional boundaries. Ability to work under pressure. Proficient in MS Office.

Physical Requirements: Sitting for moderate periods of time; standing for moderate periods of time; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 25 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers.

Travel: No significant travel is anticipated for this position.

Attire: Casual attire permitted. Professional attire may occasionally be required for specific events or meetings.

• Other: Must be eligible to work in the USA. May be subject to criminal background checks.