SMB On-boarding Specialist
Job Summary
Job Description
The SMB Onboarding Specialist at GoTo will be responsible for onboarding new small and medium-sized business clients. This includes providing training, configuring the GoToConnect system, monitoring orders, and ensuring customer satisfaction. The specialist will communicate with customers, third parties, and internal teams to complete tasks in a timely manner. They will also assist with network surveys, provide introductory calls, test network stability, offer network configuration assistance, provide hands-on training, manage billing and support processes, and offer dedicated resources for technical and business-related questions. This role requires strong communication skills, technical knowledge, and a customer-focused approach.
Must have:
- Technical background with troubleshooting knowledge.
- Experience in Customer Service or Project Management.
- Fluent in English with correct grammar (85%).
- Staff Experience required (QA, Trainer, Supervisor or team leader).
3 skills required
Job Details
Job Description
Where you’ll work: Anywhere within CET +/- 4 hours
Guatemala, mostly remote with occasional working days at the Guatemala City Office. Hours 9 AM to 6 PM Mountain Time
SMB Onboarding Specialist at GoTo, The SMB Project Management Team handles onboarding our new small, medium business clients. We provide world class experience for customers so they can get the most out of their GoToConnect System. The SMB Project Management Team handles training and configuring the GoToConnect system. The SMB Project Management Team will monitor orders such as new numbers and equipment, ensure that any issues are addressed and resolved as quickly and efficiently as possible. The Project Manager will keep communication with the customer and ensure their questions are answered, that they are focused and engaged on the needed next steps/tasks. Ensure that they communicate with the customer, third parties, internal teams to complete all needed tasks in a timely manner.
Guatemala, mostly remote with occasional working days at the Guatemala City Office. Hours 9 AM to 6 PM Mountain Time
SMB Onboarding Specialist at GoTo, The SMB Project Management Team handles onboarding our new small, medium business clients. We provide world class experience for customers so they can get the most out of their GoToConnect System. The SMB Project Management Team handles training and configuring the GoToConnect system. The SMB Project Management Team will monitor orders such as new numbers and equipment, ensure that any issues are addressed and resolved as quickly and efficiently as possible. The Project Manager will keep communication with the customer and ensure their questions are answered, that they are focused and engaged on the needed next steps/tasks. Ensure that they communicate with the customer, third parties, internal teams to complete all needed tasks in a timely manner.
Your Day to Day
As a SMB Onboarding Specialist you would be working on:
• Pre-install network survey
• Introductory call between customer and SMB Project Manager
• Testing and verification of Network stability
• Network Configuration Assistance
• Hands on-training
• White Glove Billing and Support Process
• Dedicated resources for technical questions and business-related questions
• Controlled SLA to deliver in timely fashion
• Web Help Documentation (provided by SMB Project Manager)
What We’re Looking For
As a SMB Onboarding Specialist, your background will look like:
• Coachable - embraces learning new skills and accepts developmental feedback.
• Technical background (knowledge of troubleshooting, router knowledge a plus)
• Background in Customer Service/Project Management
• Ability to speak and type fluently in English with correct grammar (85%)
•Staff Experience required (QA, Trainer, Supervisor or team leader)
• Background in Customer Service/Project Management
• Ability to speak and type fluently in English with correct grammar (85%)
•Staff Experience required (QA, Trainer, Supervisor or team leader)
At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.
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About The Company
GoTo, the leader in cloud communications and IT, is dedicated to powering a world of work without limits. Featuring flagship products GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue, the GoTo portfolio offers secure, reliable, AI-enabled solutions that are simple to adopt for small and midsize businesses, and scalable to enterprises worldwide. GoTo continuously improves human experiences for AI-enabled workforces across hundreds of thousands of customers. The company is headquartered in Boston, Massachusetts, with approximately $1 billion in annual revenue and 2,800 employees throughout North America, South America, Europe, Asia, and Australia.
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