Onboarding Specialist

5 months ago

Toronto, Canada Rentsync Full time

Rentsync is a leading provider of marketing solutions for the multifamily rental industry in Canada. Our projects team is committed to leading the creation of high quality websites, print collateral, and digital marketing ad creative to aid our clients in their apartment marketing initiatives.
Rentsync’s Onboarding Specialist is responsible for ensuring a flawless early experience with the Rentsync Platform and our range of products and services. In this position, you will be one of the first people to interact with new clients, and it is therefore up to you to make this a memorable and positive experience, and also to ensure that the clients leave with a strong understanding of the Rentsync Platform. You will also be responsible for engaging with existing clients or new hires at existing client companies to ensure that all users are confident and comfortable with using the Rentsync Platform. As an Onboarding Specialist, you are also a member of the Technical Support Team, and are expected to maintain a reduced number of duties in relation to this position, which involves an ongoing strong knowledge of the Platform and the company overall.

Required Knowledge/Skills/Abilities
- Has a positive attitude and is a strong listener
- Is enthusiastic about helping people and providing meaningful assistance to customers
- Has excellent interpersonal, communication and organization skills
- Works well independently and in a team environment
- Has exceptional attention to detail
- Has advanced technical proficiency in the use of internet technologies
- Is a quick learner and has an exceptional ability to adapt
- Is proficient at navigating web-based programs and can utilize our platforms in the same way our customers do to best empathize with their challenges

Summary of Responsibilities
- Provide video call training and tutorials with clients as required, maintaining a positive, friendly, and professional demeanor
- Provide training and tutorials for new Rentsync hires as required
- Follow up on training calls from a support-perspective, or to provide additional training, as required
- Assist in the support ticket queue as required
- Help to build out a library of additional training resources and materials outside of tutorials
- Track clients that have been offered and who have taken a tutorial and be able to report on this data
- Troubleshoot and assist with different issues for customers
- Project manage issue resolution with other teams
- Answer customer inquiries regarding products, policies, etc.
- Teach and educate new and existing customers on our latest technology advancements and services we offer
- Consult with team members on customer feedback to pinpoint customer pain points and discuss solutions
- Ensure clients are making the best use of the software and services we provide, including identifying and communicating recommendations
- Other duties as required

Minimum Qualifications
- At least two years’ experience working in a customer success or onboarding role
- Proven ability to provide troubleshooting assistance to customers in a tech-based capacity
- Able to attend the Rentsync Toronto office for a minimum of two working days per week

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