Vacancy Title : Onboarding and Support Specialist

Department : Support

Location : Jordan - Amman

Vacancy Description :

Job Summary:
The Onboarding and Support Specialist will be responsible for guiding new clients through the onboarding process, ensuring a smooth transition to our platform, and providing ongoing support to resolve any issues. This role will require both on-premise and on-field presence, engaging directly with clients at their locations to provide hands-on support and training. The ideal candidate will have a strong customer-centric mindset, excellent communication skills, and a deep understanding of B2B eCommerce processes.

Key Responsibilities:
Client Onboarding:
Lead the onboarding process for new clients, ensuring a smooth and efficient transition to our eCommerce platform, both remotely and on-site as needed. Conduct detailed product demonstrations and training sessions at client locations to educate them on platform features and best practices. Collaborate with the Sales and Product teams to tailor onboarding processes to meet the specific needs of each client. Assist clients in configuring their accounts, including setting up product catalogs, user roles, and integrations with other systems.

Customer Support:
Provide first-line support to clients, resolving inquiries and technical issues through various channels such as email, chat, and phone. Offer on-site support for critical issues or complex implementations that require in-person attention. Troubleshoot and diagnose issues related to platform functionalities and integrations, escalating complex issues to technical teams as needed. Proactively monitor client accounts to identify potential issues and opportunities for optimization.

Client Success & Retention:
Develop and maintain strong relationships with clients, acting as a trusted advisor and main point of contact for their needs. Regularly visit clients to ensure they are satisfied with our platform and services and to offer hands-on support. Gather feedback and insights from clients to help improve our products and services.

Documentation & Training:
Create and update support documentation, including FAQs, user guides, and training materials. Conduct webinars, workshops, and on-site training sessions to educate clients on new features and functionalities.

Cross-Functional Collaboration:
Work closely with Sales, Product, and Engineering teams to provide feedback from clients and contribute to product development. Participate in the development of new processes and tools to enhance the onboarding and support experience.

Qualifications:
• Bachelor’s degree in Business, Communication, IT, or a related field.
• 1 - 3 years of experience in customer support, onboarding, or a similar role in the B2B eCommerce industry.
• Willingness to travel and be on-site at client locations as required.
• Strong understanding of eCommerce platforms and B2B sales processes.
• Excellent communication and interpersonal skills, with the ability to explain complex concepts in a clear and concise manner.
• Technical aptitude and the ability to learn new software applications quickly.
• Experience with CRM systems and support tools such as Zendesk, Salesforce, or similar platforms.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Ability to work independently and manage multiple tasks simultaneously.

Why Join Us?
• Opportunity to make a significant impact in a fast-growing B2B eCommerce company.
• Collaborative and supportive work environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.

How to Apply:
If you are passionate about delivering exceptional customer experiences and have experience in onboarding, problem-solving, customer support, and basic sales skills, we’d love to hear from you! Please submit your resume and a cover letter outlining your qualifications and experience to [email protected] or fill the job application form.

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