Customer Onboarding & Tech Support Associate

Customer Onboarding & Tech Support Associate

Agg Direct is a unified marketplace for aggregate trucking services. Our logistics app provides the most efficient platform to get materials from site to site, conserving time and resources for all involved. With a focus on supporting the Mid‑Atlantic region's current and future growth, our services are primarily offered in Maryland, Washington, D.C., and Virginia metropolitan areas. We strive to make our customers' lives easier through tailored and reliable service offerings.

Why this role exists:

This role is intended to help end users get value fast. Our ideal candidate will be ready to reach out proactively to customers, ensure a smooth onboarding process, guide new clients through the product, resolve issues, and follow up to ensure client usage and success.

Role Description

• Proactive outreach:
  Call, email, and SMS new users to welcome them and schedule onboarding.
• Onboarding & training:
  Run 1:1 or small‑group walkthroughs (Zoom/Meet), set up accounts, permissions, and basic configurations.
• First‑line support:
  Triage questions, reproduce issues, share help articles, and elevate issues to Tier‑2/Engineering when needed.
• Usage follow‑ups:
  Monitor activation and engagement; nudge users to complete setup, try key features, and adopt best practices.
• Documentation:
  Keep notes, reiterate next steps, and ensure account health is up‑to‑date in our internal systems.
• Feedback loop:
  Capture common friction points; file clean tickets and suggest improvements to Product/Engineering.
• Light success/sales assists:
  Spot upsell/cross‑sell signals (more seats, add‑ons) and pass warm opportunities to Sales.

Qualifications

• Clear, friendly communication—spoken and written.
• Patience and confidence guiding non‑technical users through app settings and basic troubleshooting.
• Organized follow‑through; you like keeping checklists and closing loops.
• Curiosity and a fast learning pace for new features and processes.
• Comfort using standard video‑meet tools and learning our internal platforms.

Nice to have (not required)

• Experience in customer support, retail, or campus leadership roles.
• Experience running screen‑share training or short webinars (mobile apps and field users).
• Entry level experience in developing web‑based applications.

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