hr specialist Newcastle upon Tyne, England
Job description
Eque2 provides construction businesses with financial, contract management and estimating software and are market leaders in our sector. We have also recently been awarded the fastest growing tech company at the 2022 Thames Valley Tech Awards.
We are a £20M turnover business growing rapidly with offices in Maidenhead, Newcastle and Farnham. This role is based from our Newcastle Office.
Summary
This is an exciting opportunity for a customer onboarding specialist to join our expanding Newcastle based team.
The Role
We are seeking a highly motivated and customer-centric individual to join our team as a Customer Onboarding Specialist in the software industry. As a Customer Onboarding Specialist, you will play a crucial role in ensuring a seamless and positive experience for our new customers as they begin their journey with our software products. You will be responsible for guiding customers through the onboarding process, providing training and support, and establishing strong relationships to drive customer success and retention.
Training: Your primary tasks will include delivering live webinar style online training sessions to our cloud customers, as well as being involved in creating pre-recorded training content to educate customers on our software products, features, and functionalities.
Technical Support: Provide technical assistance to customers during the onboarding phase, troubleshoot issues, and collaborate with the technical team to resolve any technical challenges promptly.
Documentation: Create and maintain onboarding documentation, training materials, and knowledge base articles to enhance the onboarding experience and facilitate self-service for customers.
Feedback and Improvement: Gather feedback from customers regarding their onboarding experience and product usage, and collaborate with cross-functional teams to identify areas for improvement and drive customer success.
Collaboration: Collaborate closely with sales, customer success, and product teams to ensure alignment and a seamless transition from onboarding to ongoing customer support and success.
This is a varied and challenging role in our Newburn (Newcastle) Office, some Home Working is available after the initial probationary period.
Required Skills
- Experience of delivering online, classroom or consultancy training to multiple participants.
- Minimum of 2 years of experience in a customer-facing role, preferably in customer onboarding, customer success, or technical support within the software industry.
- Excellent written and verbal communication skills.
- A strong customer service ethic and understanding of customer needs.
- Ability to communicate with customers at a variety of levels.
- Ability to manage and prioritise personal workload and demonstrate a proactive approach.
- Strong analytical skills with the ability to troubleshoot effectively.
- A proven team player who builds strong relationships with team-mates and rapport with aligned teams.
Required Experience and Knowledge
- An understanding of accounting fundamentals and principles an advantage
- Previous experience in a Technical Support role, supporting Accounting or ERP software.
- Experience of Construction Industry an advantage.
Job Types: Full-time, Permanent
Salary: £28,000.00-£30,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Work Location: Hybrid remote in Newcastle Upon Tyne
Expected start date: 31/07/2023
About Eque2
Revenue: $5 to $25 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: https://www.eque2.co.uk
Year Founded: 2013
