Onboarding Specialist

Our tech support and help desk technicians are vital to the happiness and longevity of our members. As IT support, we strive for a high satisfaction (NPS) score, and do everything we can to resolve our members questions and issues.

1. IMPORTANT: Majority of the role is training and onboarding new customers to our software.
2. Onboard multiple customers daily and engage them in the software as quickly as possible.
3. Tech support specialists monitor and respond to any new messages in the help center (powered by Intercom), and answer incoming support calls.
4. Use the Console & Chrome DevTools to diagnose and report issues for our dev team to fix.
5. Solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.
6. We help our customers by phone, chat, email, and Zoom.
7. Help create new articles & tutorials with screenshots, GIFs, and videos.

People that do best in this role have these personality traits and work habits:

1. Very technical and computer savvy with strong troubleshooting abilities. If you know what RAM and SSD are, and everyone in your family always calls you to fix their computer issues, we're looking for you!
2. You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.
3. Loves helping and training others, including co-workers and customers.
4. Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
5. Organized and focused.
6. Coachable and trainable, open to learning and listening from your peers and those around you.
7. Willing to adapt and change as the company grows and the role changes.

1. Must be able to legally work in the US and our office full-time in South Beach
2. 1601 Washington Ave, Suite.200, Miami Beach, FL 33139
3. You can relocate from another City, State, or Country if needed.
4. Fluent in English reading, writing, and speaking
5. Types at least 45 words per minute
6. Tech-savvy and great with computers

1. Speaking and writing in multiple languages is a plus, but not necessary.
2. Any previous experience working in a SaaS company doing tech support, help desk, or IT is a major plus.

• Unlimited paid time off: take unlimited personal, sick, and vacation days
• 401(k): plan for retirement with 4% matching and instant vesting
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans
• Life insurance: $100,000 policy fully covered by DoorLoop
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop
• Paid parental leave: paid maternity and paternity leave for birth and adoption
• Monthly stipend: a dedicated company credit card for work-related expenses
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founders and will receive training on all tasks.

This position is one with many responsibilities that will continually change as we continue to grow. The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible.

Learn more about us from our careers page. We look forward to hearing from you soon!