Customer Onboarding and Support, Expert

**Customer Onboarding and Support, Expert**

**What is Equisoft?** Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

**Why Choose Equisoft?** With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:

- Hiring Location: Canada (Montreal and Quebec City)
- You are welcome to work in our office, hybrid or remote
- Internal job title: Customer Onboarding, Expert
- Full-time Permanent Role
- Benefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc.
- Flexible hours
- Number of hours per week: 40
- Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

**Your Day with Equisoft**:

- Gain an expert understanding of and stay up to date with Equisoft’s suite of products and common workflows as well as industry best practices based on our client’s area of business.
- Partner with other members of the Customer Experience team to develop processes around design, development, extraction and training activities.
- Work closely with Sales and Customer Success teams to ensure a smooth and enjoyable transition into adopting our products as quickly and effectively as possible.
- Identify what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realize Equisoft’s total value for their business
- Responsible for initial client training & making sure Equisoft products are properly implemented
- Troubleshoot and solve platform-related issues for customers during the onboarding phase and for a period of 45 days following the customers onboarding session
- Flag cross-sell and upsell possibilities to Customer Success Manager
- Consistent and thorough follow-up/updates with clients and management (Customer Success Manager) through the onboarding process
- Manage multiple client onboarding implementations simultaneously
- Provide detailed account walkthroughs and assist new customers with implementation
- Clearly communicate account setup requirements and expectations with customers and key stakeholders

**Requirements**:

- DEC, ASP or DEP Diploma in any type of field
- Minimum of 3 years’ experience in a similar role
- Excellent telephone manners, customer service skills, active listening skills, verbal, and written communication skills.
- Ability to take charge of projects that will improve processes and team functioning
- Experience with a CRM system such as Hubspot, Zendesk, etc.
- Putting together KPI expectation on a quarterly basis
- Experience in creating PowerPoint presentations and delivering them
- The ability to multi-task using multiple screens and systems while talking on the phone with customers.
- Team spirit, tact, diplomacy, autonomy, rigor, and discipline
- Aptitude for issue identification and problem solving
- Strong sense of organization and prioritizing
- Ability to resolve conflict and diffuse tension.
- Highly reliable with the ability to maintain regular attendance and punctuality
- Personal finance knowledge (asset)
- Experience mentoring and training coworkers (asset)
- Excellent knowledge of French & English (spoken and written)

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.