Customer Support & Onboarding Coordinator - Levl Telematicstags.new

Banyan Software; Coventry; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Support and Onboarding Coordinator to enhance customer success and satisfaction. This role is perfect for someone who thrives on helping others, providing top-notch support, and ensuring a seamless onboarding experience for new clients. You will be the first point of contact for customer inquiries, troubleshooting issues, and guiding customers through their journey with the product. Your ability to communicate effectively and create engaging training materials will empower clients to maximize their use of the service. Join a forward-thinking team dedicated to excellence and customer satisfaction!

Qualifications

• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and a proactive attitude.

Responsibilities

• Respond promptly to customer inquiries via email, chat, phone, and support channels.
• Guide new customers through onboarding, ensuring understanding and effective use of our product.

Skills

Communication Skills

Problem-Solving Skills

Technical Explanation

Customer Experience

Tools

Zendesk

Intercom

HubSpot

Job description

Coventry, England, United Kingdom

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build, and grow great enterprise software businesses worldwide that have dominant positions in niche vertical markets. Recently, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and among the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base designed to preserve the legacy of founders, Banyan focuses on a buy-and-hold-for-life strategy for growing software companies serving specialized vertical markets.

LEVL Telematics is a leader in telematics solutions, specialising in data-driven technology for fleet management, electric vehicles (EV), and automotive telematics. We empower our clients with insights to optimise fleet performance, enhance safety, and reduce operational costs.

Job Description

We are seeking a highly motivated and customer-focused Customer Support and Onboarding Coordinator to join our team. This dual-role position is designed for someone passionate about helping customers succeed, providing excellent support, and ensuring a smooth onboarding experience. The ideal candidate will serve as the first point of contact for customer inquiries and play a key role in educating and training new customers to achieve their goals with our product or service.

Responsibilities

1. Customer Support:

• Respond promptly to customer inquiries via email, chat, phone, and support channels.
• Troubleshoot and resolve customer issues, escalating complex cases as needed.
• Maintain accurate records of customer interactions in our CRM or support software.
• Identify recurring issues and provide feedback to improve user experience.
• Develop and update FAQs, help articles, and self-service resources.

Customer Onboarding & Training:

• Guide new customers through onboarding, ensuring understanding and effective use of our product or service.
• Conduct personalized training sessions (virtual or in-person).
• Create and deliver training materials, including videos, webinars, and user guides.
• Act as a proactive resource during onboarding to ensure adoption and satisfaction.
• Monitor customer progress and follow up to address any roadblocks.

Qualifications & Experience

• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and a proactive attitude.
• Ability to explain technical concepts to non-technical users.
• Familiarity with CRM and support tools (e.g., Zendesk, Intercom, HubSpot) is a plus.
• Experience creating training materials or delivering training sessions is advantageous.
• Passion for delivering exceptional customer experiences.

Banyan is committed to Diversity, Equity, Inclusion, and Equal Employment Opportunity. We believe inequality hampers our global teams and communities. We aim to create an inclusive workplace where all associates are valued and excel based on merit, qualifications, and performance, regardless of protected characteristics.