Technical Support/Client Service Associate (Data Center) ShawOnsite | Nightshift

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 246,000 - 379,000; Full time

Benefits offered by this job

On-site work

Night shift

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Customer Care Onboarding Associate (Technical/Data Center) for on-site work in Mandaluyong during night shifts.

You will guide customers through enrollment, setup, training and product orientation, ensuring a smooth onboarding experience. Responsibilities include conducting onboarding sessions, assisting with account access and documentation, responding to inquiries, updating records, collaborating with internal teams, educating customers on

Qualifications

• Experience in onboarding or customer success is a plus.
• Strong communication and empathy for customers.
• Ability to guide customers through product demonstrations and training.

Responsibilities

• Guide new customers through onboarding from enrollment to adoption.
• Conduct onboarding sessions, orientations, and product demonstrations.
• Assist with account setup, documentation, and system access.
• Respond to inquiries via email, ticketing system, or other channels.
• Escalate onboarding issues when necessary.
• Monitor onboarding progress and ensure steps are completed.
• Maintain accurate records and update internal systems.
• Collaborate with internal teams to improve customer experience.
• Educate customers on products, policies, and best practices.
• Gather feedback and suggest process improvements.
• Ensure compliance with data privacy requirements.
• Respond to emails through CS Team Mailbox.
• Process and assign requests from various mailboxes and systems.
• Accomplish Special Projects from Customer Success Managers.
• Draft recognition emails.

Skills

Onboarding

Customer service

Communication

Training

Problem solving

Tools

Ticketing system

SFDC

ServiceNow

Job description

This is Work On Site in IBEX Shaw, Mandaluyong and on a Night Shift.

The Customer Care Onboarding Associate (Technical/Data Center) is responsible for ensuring a smooth and positive onboarding experience for new/existing Data Center clients. This role serves as the primary point of contact during the onboarding process, guiding customers through account setup, product orientation, training, and issue resolution while delivering exceptional customer service.

Key Responsibilities

• Guide new customers through the onboarding process from enrollment to successful product or service adoption.
• Conduct onboarding sessions, orientations, and product demonstrations.
• Assist customers with account setup, documentation requirements, and system access.
• Respond to customer inquiries via email, ticketing system or other communication channels
• Identify and resolve onboarding-related issues and escalat complex concerns when necessary.
• Monitor onboarding progress and ensure customers complete all required steps.
• Maintain accurate customer records and update internal systems with onboarding activities.
• Collaborate with Internal teams to improve the customer experience.
• Educate customers on company products, services, policies, and best practices.
• Gather customer feedback and recommend process improvements.
• Ensure compliance with company standards, policies, and data privacy requirements.
• Respond to email inquiries and requests through Customer Success Team Mailbox
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Global Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Draft Recognition emails and thank you email