Your Role
As an Onboarding Specialist, you are at the crux of customer interaction and enablement, supporting and troubleshooting your product area and technical implementations. Simply put, you are the first line of defense and an expert in the products we offer. You are motivated by helping our customers achieve their desired objectives by buying into our advanced AI-powered products.
Your combined problem-solving skills, relationship-building skills, and communication skills will be crucial in hearing our customers' pain points and understanding where our product can meet them.
Dialpad’s Professional Services team plays an essential role in educating customers on Dialpad products. This team aligns closely with Sales, Customer Success, and Support to constantly improve our product deployment and change management processes.
This position reports to our Senior Manager, Customer Onboarding and has the opportunity to be based in our Pasig City, Metro Manila Office. It's a Hybrid working
What You'll Do
- Facilitate onboarding deployment for new customers and products purchased.
- Host end-user and admin training sessions for customers to educate them on Dialpad products and assist with change management.
- Provide detailed walkthroughs and train new customers with implementation and portal setup.
- Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others, and resolving customer issues through discovery and replication.
- Drive customers to implement best practices.
- Clearly communicate product configuration setup requirements and expectations with customers.
- Act as the customer's escalation point for any onboarding-related issues.
- Work on ad-hoc tasks as necessary.
Skills You'll Bring
- At least 2-3 years of working experience in Customer Onboarding, Software Implementation, and Account Management.
- At least 1 year of experience configuring, updating, and supporting VOIP solutions.
- Preferably with experience in chat, handling multiple windows.
- Excellent English communication skills.
- Strong customer service orientation.
- Ability to work independently with minimal management guidelines.
- Organized, detail-oriented, and self-motivated.
- Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
- Experience with telecommunication or SaaS providers required.
- Excellent internet connectivity required.
