Onboarding Technician

Onboarding Technician

Job Title: Onboarding Technician – Recovery Product – Temporary position

Reports To: Customer Support Manager

Supervision: No

FLSA Classification: Non-Exempt

Overview

The Onboarding Technician will be responsible for client set up within Delaget’s products and services with a focus on the Delaget Recovery product. This includes working with clients to configure 3rd party portals, obtain information necessary to set up the Delaget platform and maintain status updates. Troubleshooting may be necessary to help a client by email or phone.

Responsibilities

· Configure Delivery Service Portals to ensure that Delaget Services are connected.

· Interact with customers over email and phone

· Complete appropriate validation to ensure that the client set up is accurately

· Monitor progress towards completion, follow up as necessary

· Maintain appropriate tracking and reporting systems (such as spreadsheets, JIRA, Zendesk or Cloud Coach)

· Communicate statuses, ETAs, expectations, issues and delays to stakeholders

· Provide feedback on process enhancements

· May be asked to step in to assist with additional client setups in the Delaget platform as needed.

Qualifications 

• High School diploma. 

• 1-3 years Customer Service experience a plus. 

• Strong written and verbal communication skills with the ability to present technical material in an easily understood manner 

• Strong attention to detail 

• Ability to work in a fast-paced environment with conflicting priorities 

• Exceptional interpersonal skills, with an ability to demonstrate empathy for customer situations 

• Excellent problem-solving skills  

Specific Requirements 

• Must possess the ability to make independent decisions when circumstances warrant action. 

• Stays up to date on all required training. 

Work Environment 

• Primary responsibilities will be conducted in clean, well-lit, climate-controlled areas 

• Moderate noise level 

• Frequent communication with clients and/or staff exists under all conditions and circumstances 

Working Conditions 

• On a rare occasion, may work beyond normal working hours with advance notice 

Physical and Sensory Requirements (with or without reasonable accommodations) 

• Must be able to move intermittently throughout the working day, must be able to stand, stoop, walk, kneel and crouch.  

• Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp and visual acuity to use a keyboard, operate equipment and read. 

• Frequently required to sit, reach with hands and arms, talk and hear. 

• Specific vision abilities required by this position include close vision, distance vison, and the ability to adjust focus. 

• Must be able to read, write and communicate in English. 

• Must be in good general health and demonstrate emotional stability. 

• Must be able to lift, push, pull, and move a minimum of 20 pounds.