Onboarding & Customer Support Specialist

Description

We are looking for an Onboarding & Customer Support Specialist to help new customers get started smoothly and confidently with our platform in Greater Cleveland, Ohio. In this role, you will combine customer guidance, technical problem-solving, and proactive outreach to create a positive early experience for every client. The ideal candidate is comfortable leading virtual training sessions, answering setup questions, and spotting opportunities to improve adoption during the onboarding journey.

Responsibilities:

Guide new clients through account activation, platform setup, and key feature education using video meetings and written communication.

Support customers with data uploads, system connections, and configuration tasks so they can begin using the platform effectively.

Review early usage activity to identify customers who may need additional assistance and reach out with timely support.

Create, refine, and maintain onboarding guides, quick-start materials, and client-facing documentation to improve the new user experience.

Respond to service-related questions and basic technical issues, documenting interactions and follow-up actions through support ticket workflows.

Partner with customer-facing teams to ensure onboarding progress, client concerns, and setup milestones are clearly communicated.

Help customers navigate CRM-related workflows and resolve common user issues within a Windows-based support environment.

Requirements

At least 1 year of experience in customer onboarding, help desk support, desktop support, or a related client-facing role.
Working knowledge of Microsoft Windows, including Windows 10, and the ability to perform basic troubleshooting tasks.
Familiarity with service desk ticketing processes and handling customer issues in a structured support environment.
Experience using Google Workspace or similar productivity tools for communication and documentation.
Exposure to CRM platforms such as HubSpot or other customer relationship management systems.
Understanding of account access concepts, with Active Directory experience considered valuable.
Strong verbal and written communication skills with the ability to explain technical steps clearly to new users.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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