Customer Success & Onboarding Specialist I

Wireless CCTV; Richardson (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

WCCTV is seeking a Customer Success Representative I to serve as the primary contact for customers, delivering exceptional service and technical support while building lasting relationships. The role includes onboarding, resolving product issues, and providing training to maximize WCCTV’s solutions.

The position emphasizes onboarding, issue resolution, and collaboration with Sales and Operations to drive customer satisfaction, retention, and growth opportunities.

Qualifications

• High school diploma or equivalent required; Associate degree in Business or related field preferred.
• 2–3 years of B2B customer service or technical support experience required.
• Experience with customer onboarding and product training preferred.
• Proficiency with CRM and help desk ticketing systems required.
• Intermediate skills in Microsoft Office and email systems.
• Strong verbal and written communication skills.
• Excellent interpersonal and customer relationship-building skills.
• Proven problem-solving and analytical abilities.
• Strong organization, time management and multitasking skills.
• High attention to detail with strong follow-through.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email, resolving service and technical issues.
• Provide first- and second-level technical support, including analytics setup and troubleshooting.
• Escalate complex issues to technical teams following initial diagnosis.
• Conduct customer onboarding sessions, including product setup, service confirmation, and process explanation.
• Maintain accurate records of all customer interactions in the ticketing system.
• Perform pre- and post-installation follow-ups to ensure quality and customer satisfaction.
• Deliver remote and on-site customer training and identify additional sales opportunities.
• Support partnership accounts and assist with remote installations.
• Manage RMA and product return processes, including repair coordination and customer communication.
• Collaborate with Sales and Operations teams to ensure customer expectations are met.

Skills

Customer service

Technical support

CRM usage

Communication

Onboarding

Analytical abilities

Organizational skills

Education

High school diploma

Associate degree in Business

Tools

CRM software

Help desk software

Microsoft Office

Job description

WCCTV is seeking a Customer Success Representative I to serve as the primary contact for customers, delivering exceptional service and technical support while building lasting relationships. The role includes onboarding, resolving product issues, and providing training to maximize WCCTV’s solutions.

The position emphasizes onboarding, issue resolution, and collaboration with Sales and Operations to drive customer satisfaction, retention, and growth opportunities.