Onboarding and Support Specialist
DICE205 Digital Corporation
Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
Project Management
- Lead the planning, coordination, and execution of software onboarding and training activities.
- Develop detailed project plans, timelines, and resource allocation schedules for software implementation.
- Monitor and control the progress of the software rollout to ensure milestones are achieved, addressing any risks or issues that arise.
- Oversee coordination with the stakeholders to ensure successful project delivery.
- Manage multiple stakeholders, including external and internal teams.
- Conduct regular project status meetings with internal and client stakeholders to ensure alignment and transparency.
- Conduct training sessions for end-users on the use of the system.
- Develop and customize training materials (user manuals, guides, videos) tailored to the needs of various users and their specific tasks.
- Ensure all stakeholders are fully prepared to use the software efficiently, including answering questions and providing hands-on support during training.
- Provide post-training support to ensure smooth adoption and resolve any issues encountered by users.
- Serve as the primary point of contact for clients to address concerns, resolve issues, and provide assistance during the software implementation process.
- Troubleshoot and diagnose software issues, working with technical teams to resolve them.
- Ensure a positive customer experience by maintaining clear communication, responding to queries promptly, and managing client expectations.
- Collect and analyze client feedback to continuously improve the training and onboarding process.
- Create detailed documentation for client support, including FAQs, troubleshooting guides, and escalation processes.
- Manage the end-to-end process of software rollout across various locations in the Philippines.
- Coordinate with technical teams to ensure successful system installation, configuration, and testing at each location.
- Oversee the deployment and configuration of the software at each location, ensuring that the system functions as expected in real-world conditions.
- Monitor the progress of the rollout and assist with any troubleshooting or adjustments required during the deployment phase.
- Build and maintain strong relationships with key stakeholders
- Act as the liaison between the client, internal teams, and technical support to ensure that all parties are aligned with project goals.
- Represent the company’s interests while ensuring that the client’s needs and concerns are effectively addressed.
- Provide regular updates to senior management regarding project status, challenges, and client feedback.
- Maintain accurate and detailed records of all training sessions, support issues, and client interactions.
- Prepare post-project reports and evaluations to assess project success and areas for improvement.
- Bachelor's degree in Business, Information Technology, or a related field.
- Minimum of 2-3 years in project management, client support, or a similar role, with experience in software onboarding or technical training.
- Familiarity with technical systems, software deployment processes, and troubleshooting. Working with government clients is a plus.
- Must be willing to travel across various locations in the Philippines to oversee the project rollout and provide in-person support.
- Proficiency in English and Filipino is required. Additional language skills are a plus.
- PMP, Agile, or similar project management certifications are desirable but not required.
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