Customer Onboarding Technician

Customer Onboarding Technician

The Weave Onboarding teams are dedicated to a white-glove client experience that allows our customer base to feel valued and heard throughout the software and phone implementation process. Our Customer Onboarding Technicians develop a specialized skill set that promotes high levels of customer satisfaction, best troubleshooting practices, and increased potential for small business advancements. Our teams provide direct attention to technical and relational details through a fun and collaborative approach, and emphasize our positive relationship with the customer every step of the way!

As a Customer Onboarding Technician, you will be the technical help for Onboarding and our customers. You'll be assigned accounts to help install their phones, software, and set up their call flow and phone customizations, and make sure that everything is set up correctly and functioning to our customers' desires. We help troubleshoot and diagnose bugs, issues, and anything technical.

This position will be hybrid (Required in office Mon.-Wed., option to work from home Thurs.-Fri.) Reports to: Manager of Technical Implementation - Multi

What You Will Own

• Help our new customers Install our Syncing Software, Client Software, and Mobile App.
• Help troubleshoot Software installation issues as well as general software use issues.
• Collect information for and help set up our customers' call flow and phone customizations.
• Help walk our new customers through installing our phones.
• Train our customers how to use our phones and help test the call flow and customization.
• Troubleshoot phone installation issues.
• Troubleshoot network problems related to our phone call quality.
• Help our Onboarders with any other technical issues and questions.

What You Will Need to Accomplish the Job

• Patience (cool under pressure)
• Ability to multitask
• Accessible
• Soft Skills
• Willingness to learn and grow
• Basic hardware knowledge and troubleshooting experience
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong sense of accountability and urgency
• Strong analytical and problem-solving skills
• Ability to function well in a high-paced and at times stressful environment
• Ability to meet daily performance and effort standards
• Adaptability
• Ability to work efficiently in a rapidly growing company
• Strong ability to multitask, learn quickly, and prioritize
• Ownership

What Will Make Us Love You

• Any CompTIA certifications or equivalent experience

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.