Customer Onboarding and Support Specialist

Customer Onboarding and Support Specialist
Enjoy making people’s lives easier by teaching them how to use software?
Want to be part of a growing tech company?
Yes and yes? Read on!
We are a growing B2B SaaS tech company based in Toronto, Canada. We provide inventory management software (called inFlow) to small to medium businesses worldwide - and we’re looking to grow!
As an amazing company to work for, we’re one of Canada’s Top Small & Medium Employers according to the Globe and Mail (Canada’s most-read newspaper). You can also check us out on Glassdoor : )
Success? Yes, please! inFlow has dominated the desktop inventory software market with over a million downloads and now we’re expanding by taking it to the cloud and mobile. We’ve been bootstrapped and profitable since 2007 (that’s over 13 years!), and we’re one of Canada’s fastest-growing businesses according to the PROFIT 500 list (Canada’s most popular business magazine).
Impact? Check! As the 37th member of our company, and the 4th member of our Onboarding team at the CSI Department (short for Community & Support at inFlow), you will be instrumental in helping our customers experience the value of inFlow and shaping how our software helps tens of thousands of small businesses succeed.
Oh, and our customers love us too:
“Your support people are first class - prompt, helpful and knowledgeable. All businesses should have support people like yours. This is where you beat most of the big software suppliers who are impersonal and hard to get anyone who knows what they are talking about let alone do anything about the issues.”
We’ve got an amazing group of talented and friendly people here, and we’re looking for world class talent, like you, to join us! Check us out at www.archonsystems.com.
Covid-19 pandemic notes
Our product supports front-line workers and essential services, including manufacturers of personal protective equipment (PPE) and healthcare organizations. We are thankful for the opportunity to contribute to fighting this global pandemic and that our business is thriving.
We currently work from home fully remotely, due to the pandemic. Prior to Covid-19, we worked from home 3 days a week and from our beautiful Toronto office 2 days a week for over a decade! We have no immediate timelines but do plan on resuming in-person work 2 days per week when we can responsibly do so following public health recommendations and consultations with our employees, so we do require that you be able to join us in-person in Toronto when that time comes. While digital tools are improving rapidly, there’s just no substitute for being in the room with someone and sharing a spontaneous laugh, an impromptu brainstorm, a duckicorn prank, or…
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oops, sorry I must’ve gotten muted.
Some of our job benefits
Health and dental benefits
All-expense-paid conferences
Top-notch computers. We hate slow computers too!
$500 fitness benefit (for bicycles, FitBit, gym memberships, etc.)
Subsidized internet and phone plans
Make a difference: you'll be the 37th member of our tight-knit team
Job description
Help small businesses get set up with our software and create a positive customer experience!
As our Customer Onboarding and Support Specialist, you’ll mainly be helping customers get their businesses set up on inFlow through personalized, 1:1 training sessions. Teach them how they can get the most out of the software they subscribed for. A portion of your time will be dedicated to troubleshooting and customer support too. Your goal is to keep our customers’ businesses working smoothly and efficiently.
What you’d do
Core responsibilities: 
Understand our customers’ businesses and how they may benefit from inFlow
Provide 1:1 or 1:many onboarding sessions over Zoom for customers who recently signed up to inFlow. Help them get set up with things such as:
Import their inventory into the program
Set up basic account information
Recommend the best workflow/way to use inFlow for their company
Help set up integrations with 3rd party software
Teach customers how to use inFlow Cloud effectively so they can begin using the software quickly and confidently
Make people happy by solving problems. Earn more praise like this: “I want to thank inFlow support. They were so amazing helping us set up our very complicated inventory.
Work on side projects to help improve onboarding, engagement and retention
Secondary responsibilities: 
Provide support to our customers through email, live chat and phone for things such as:
Teaching customers how to use our product
Troubleshooting technical issues
Answer questions about what inFlow can/can’t do
Gather feedback from customers and share with our development team
Represent the customer voice and CSI team on special projects across departments like Sales, QA and Product teams
Come up with your own ideas on how to help out!
What we’re looking for
Customer-centric and empathetic. You empathize with customer pain points and genuinely care about finding them a solution. You’re willing to go the extra mile to make our solution work for them.
Strong communicator. You have no problem picking up the phone and talking to customers directly to train them, help solve problems or just check-in
Quick learner. You can learn complex software and processes quickly and are efficient with your time.
Self-starter. You are naturally self-motivated and can manage your own time well
Technical. You have strong problem solving skills and are not afraid to tackle tough technical computer issues.
Team player. We’re a tight knit team that always helps each other out, even if it’s outside our responsibilities.
Great personality. No need to be the life of the party but you are friendly, positive, and likeable.
Remote work environment. You are comfortable working from home 5 days a week (for now) and communicating with the rest of the team online.
Nice to have
Experience in front-line or service-based positions with direct customer interactions (support, hospitality, retail, etc.)
Experience or understanding of the software-as-a-service industry
A plus - experience with onboarding/training, support, inventory management, small businesses, working remotely and weird hobbies - we looove weird hobbies!
Now what?
What are you waiting for? To apply, go to this webpage
https://bit.ly/archon-CustomerOnboardingSupportSpecialist-November2020
What you can expect when applying for a job at Archon
http://www.archonsystems.com/devblog/2019/04/15/what-you-can-expect-when-applying-for-a-job-at-archon/
At Archon, we celebrate diversity and are an equal opportunity employer. We hire people based on what they can contribute, not what they look like, whom they love, shoe size, or other irrelevant labels. We provide equal pay for equal work and treat each job applicant with respect and thanks.
Job Type: Full-time
Benefits:
Dental care
Tuition reimbursement
Vision care
Schedule:
Monday to Friday
Work remotely:
Yes, temporarily due to COVID-19

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