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Onboarding Specialist
2 weeks ago
Job Description:
Onboarding Specialist – Owner Relations Technology
Squamish, BC, Canada
The Company
Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in the development of robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels located throughout North America, the Caribbean, Europe, and Asia.
THE POSITION
We are looking for an Onboarding Specialist to join our team in our office in Squamish. You will support the onboarding process by providing exceptional customer service for new and existing clients from around the world. Role responsibilities include ensuring the software application is delivered on time, customer training is booked on time, and customers receive an excellent start on their journey with Owner Relations.
Job Responsibilities
- Support the process of implementing our software and integrating our client's PMS into our software application
- Support new clients' onboarding meetings (remote) across multiple time zones
- Support the wider onboarding strategy to ensure team performance is aligning with company and client goals.
- Collaborate with multiple departments and 3rd party vendors to ensure clients achieve desired outcomes, including identifying potential roadblocks, offering solutions, and providing ongoing support during the onboarding phase
- Gather and analyze feedback from clients and partners to identify areas of improvement in the onboarding process and collaborate with cross-functional teams to implement necessary changes
- Create and maintain onboarding process documentation
- Collaborate with training and feedback on user guides, FAQs, and knowledge-base articles
- Ensure calls/tickets are logged, prioritized and escalated appropriately
- Keep Clients informed of progression with issues and provide follow-up as necessary
- Support the onboarding manager with with key projects and accounts.
- Proactively participate in regular team meetings
- Provided reports/data on key performance indicators
Job Qualifications
- Analytical mind and problem-solving aptitude
- Excellent communicator with the ability to build strong relationships internally and externally
- Calm and confident nature
- Must be able to multi-task in a fast-paced environment and set priorities within time constraints
- Attention to detail
- Strong organizational skills
- Ability to adjust and respond professionally to changing priorities
- Ability to show initiative and self-motivation
- Ability to work autonomously
- Comfortable with Office 365
- Experience with Software Programs - Asana, Bugzilla, FreeScout is a plus
- 5+ years of customer service
Business Unit:
Owner Relations
Scheduled Weekly Hours:
40
Number of Openings Available:
1
Worker Type:
Regular
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
