Position: Onboarding Specialist

We are looking for awesome people to join Playvox!

PlayVox provides quality assurance and performance management software that helps customer support teams improve customer experience and agent engagement. Its omnichannel platform integrates data from the leading cloud-based vendors such as Zendesk, Salesforce, Kustomer, Talkdesk, and Five9. It turns customer and support agent data into an easily digestible dashboard for quality assurance managers to review customer
interactions and provide coaching to improve customer experience and agent satisfaction.

Based in Manizales, Colombia and with offices in Silicon Valley, we are hiring people who want to share our values and have fun with
this family across all disciplines and experience levels.

General Summary:
Customer success starts with the customer onboarding. A smooth and quick customer onboarding increases customers
learning curve and adoption of our platform, which again increases satisfaction and reduces churn.
As a Customer Onboarding Specialist, your job is to ensure a successful onboarding for our customers whether it be a free trial or
a signed customer.

Role and Duties:
You will be our customers primary point of contact during the first months of setting up the platform. You will proactively drive the onboarding process, defining a clear agenda and getting commitment from the customer to deliver according to the set plan. You will train and help customers configure the platform through interactive meetings and email communication.

You will provide timely responses to customer enquiries via different channels. You will work closely with the sales team, supporting the pre-sale
process when needed and ensuring the transition from prospect to customer is seamless.
You will work closely with your Solution Engineer colleagues to escalate custom requests or technical issues and follow them up until resolution.
You will discover and analyse gaps in the customer experience that may lead to customer attrition and work cross-functionally with others to
address such gaps.

You are a master of our product and continuously learn best practices through engaging with customer processes and other departments in the company. Empathy. To help your customers and colleagues be happy and successful, it’s important to understand what happiness and
success mean to them. And to do that, you have to step into their shoes.
Positivity. You use positive language when communicating with customers, partners and colleagues to ensure the best possible experience and to show a can do attitude. Patience. You keep your head cool in all situations enabling you to successfully manage angry customers, difficult problems and situations Clarity in Communication. Your communication is clear always making sure your customers feel secure and in control.
Your communication is complete to avoid wasting your customers and the company’s time.

Experience and knowledge:
The ideal candidate has experience from the contact center industry, having either worked as an agent or team leader.
You are familiar with contact center tools, processes and quality assurance. You are technically savvy and you are a fast learner.
You are fluent in both English and Spanish, both written and oral language.
You are able to work flexible hours to give support to our customers world wide.