Onboarding / Technical Support Specialist

About the Company

GuestBox is a Smart TV solution designed for vacation rentals, Airbnb hosts, hotels, resorts, and property managers. It transforms in-room TVs into an interactive guest experience, giving guests access to streaming entertainment while allowing property owners to display personalized welcome messages, property information, local recommendations, promotions, and more.
With GuestBox, property owners can manage their TVs remotely through a centralized dashboard, improve the guest experience, and unlock additional revenue opportunities through in-room promotions and advertising.

About the Role
We are looking for a customer-focused and technically capable Onboarding / Technical Support Specialist to help new customers get started with our platform and provide ongoing technical assistance. The ideal candidate can guide customers through the onboarding process, troubleshoot technical issues, and ensure a smooth and positive user experience.

Key Responsibilities

• Guide new customers through the onboarding process, including account setup, platform configuration, and initial training.
• Provide technical support via email, phone, chat, or video calls.
• Troubleshoot and resolve common technical issues related to platform access, setup, and functionality.
• Explain product features and provide step-by-step instructions to customers.
• Identify, document, and escalate complex technical issues to the appropriate team.
• Follow up with customers to ensure their issues are resolved and onboarding is completed successfully.
• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Collaborate with internal teams to improve onboarding procedures and customer satisfaction.
• Create or update basic support documentation, FAQs, and troubleshooting guides.

Qualifications

• Previous experience in technical support, customer support, customer onboarding, or a similar role.
• Strong communication and customer service skills.
• Good troubleshooting and problem-solving abilities.
• Comfortable guiding customers through technical processes and explaining solutions in simple terms.
• Familiarity with web-based platforms, software applications, and basic troubleshooting.
• Ability to manage multiple customer requests and prioritize tasks effectively.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Experience onboarding customers to a SaaS platform or software product.
• Familiarity with help desk or ticketing systems and customer relationship management (CRM) tools.
• Experience providing remote technical assistance through phone, email, chat, or video calls.
• Basic knowledge of internet connectivity, browsers, account configuration, and device troubleshooting.

Work Requirements

• Must be available to work during the required US business hours.
• Must have a reliable internet connection and a suitable remote-work setup.
• Must be able to communicate professionally with customers and internal teams.

Application Question(s):

• How many years of experience do you have in technical support, customer support, or client onboarding?
• Have you assisted clients with software setup, account configuration, or platform onboarding?
• Have you troubleshot software issues or guided users through technical problems?
• Are you comfortable conducting client onboarding sessions through calls or video meetings?

Work Location: Remote