Platform Onboarding Support Specialist

Platform Onboarding Support Specialist# Platform Onboarding Support Specialist Tempe Call Center - Tempe, AZ 85288## Overview Position Type Full Time Category Insurance ## Description The INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clients, or employees) are smoothly introduced to a digital platform, tool, or service. This role often sits at the intersection of customer success, technical support, and training.  

This is a Hybrid role with time in the Akron Ohio office as well as remote.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
* ** User Onboarding & Training**   + Guide new users through the onboarding process.  + Provide live training sessions, webinars, or recorded demos.  + Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows.
* ** Account Setup & Configuration**  + Assist users with setting up their accounts and profiles.  + Help configure integrations, APIs, or custom settings as needed.  + Ensure user environments are correctly set up before go-live.
* ** Customer Support & Troubleshooting (Early Stage)**   + Answer user queries during the onboarding phase.  + Troubleshoot technical issues and escalate to appropriate teams.  + Track and resolve onboarding roadblocks.
* ** Documentation & Resources**   + Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.  + Collaborate with marketing or product teams to update training content.
* ** Client Engagement & Success Monitoring**   + Monitor engagement metrics (logins, feature usage, etc.) during onboarding.  + Follow up with users to ensure they're progressing through onboarding milestones.  + Proactively engage at-risk users to ensure successful adoption.
* ** Feedback & Product Insights**   + Collect and relay user feedback to product or development teams.  + Identify common pain points to improve the onboarding flow or platform UI/UX.
* ** Collaboration with Cross-Functional Teams**   + Work closely with sales, product, customer success, and engineering teams.  + Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success.## Qualifications#
** REQUIREMENTS**# To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* ** Customer-Facing & Communication**  + Excellent verbal and written communication skills  + Ability to explain complex technical concepts in simple terms  + Strong customer service orientation and professionalism  + Comfort leading training sessions, webinars, or demos
* ** Project & Process Management**  + Strong organizational skills to manage multiple onboardings at once  + Ability to create and manage onboarding plans, timelines, and milestones  + Proactive problem-solving and attention to detail
* ** Technical Proficiency**  + Comfortable using and explaining digital platforms or software tools  + Proficient with computers  + Strong understanding of:
- SaaS platforms    - APIs and integrations (basic understanding)    - CRMs (e.g., Salesforce, Hub Spot)    - Ticketing or support tools (e.g., Zoho, Zendesk, Intercom)    - Project tools (e.g., Asana, Trello, Notion)
* ** Analytical Thinking**  + Ability to track usage data and onboarding KPIs  + Identify trends and provide recommendations to improve processes #

SUPERVISORY RESPONSIBILITIES       
• None# CERTIFICATES, LICENSES, REGISTRATION
* High school diploma or GED
* 1-3+ years of experience in one or more of the following roles:
+…