Onboarding Implementation Specialist (SaaS)

TL;DR

Onboarding Implementation Specialist (SaaS): Supporting new customers through the initial onboarding and setup of hirify.global products and services with an accent on service configuration and SLA compliance. Focus on executing standardized onboarding workflows, troubleshooting configuration issues, and ensuring a seamless transition for new users.

Location: Onsite in Guadalajara, Mexico

Company

hirify.global is a global leader providing an AI-powered, conversation-centric platform for customer experience and team collaboration.

What you will do

• Collect and validate onboarding data, including network details, users, and call flows.
• Configure telephone extensions, services, and activate equipment for new customers.
• Assist customers with number porting from previous carriers.
• Troubleshoot common configuration and installation issues to resolve setup questions.
• Manage customer escalations and maintain accurate documentation within internal systems.
• Ensure all installations are completed accurately and on time according to established SLAs.

Requirements

• Location: Must be based in Guadalajara, Mexico
• 1+ year of customer service or project administration experience, preferably in telecommunications, SaaS, or cloud environments.
• Strong verbal and written communication skills.
• Ability to manage a high case volume and meet deadlines in a fast-paced environment.
• Proficiency with Microsoft Office and general computer systems.
• Strong troubleshooting and organizational skills.

Nice to have

• Basic understanding of VoIP or Unified Communications technologies.

Culture & Benefits

• Major Health insurance including Vision and Dental for the employee, legal partner, and children under 25.
• Life Insurance equivalent to 24 times the monthly salary.
• Generous time off: 10 personal days initially, 12 vacation days after the first anniversary, and 5 personal days annually.
• Financial perks: 30-day Christmas bonus, 50% vacation premium, and company-matched food vouchers.
• 13% matched savings fund.
• Employee Assistance Program and comprehensive wellness initiatives.