Onboarding Engineer

27 Apr 2021
25 May 2021
Contract Type
Full Time
Are you passionate about delivering the best customer solutions and making sure that the service platform set up meets the customer's expectations? In the role of Customer Onboarding Engineer you will be a member of the Customer Onboarding Department which has accountability for the delivery and configuration of Crisp's service to customers. We work with internal and external stakeholders from across the business, including but not limited to the sales team, client partners, crisis consultants and the solutions team to configure the Crisp service for customers to tight deadlines, with accuracy and efficiency.

In this role you will:

* Interpret Solution Blueprints for new and existing customer solutions as a part of new implementations, customer Health Checks and configuration changes

* Deliver configured services for new and existing customers to agreed timescales

* Develop ideas and systems to automate the daily tasks of the onboarding team and wider business

* Support existing and internal customers via Crisp's customer service portal, ZenDesk

* Monitor and resolve issues relating to access to customer accounts with the support of the Client Partners

* Review and suggest improvements to solutions and workflows used by the team

* Document department processes, systems and workflow

* Engage with customers to build relationships

* Be involved with UAT and testing of new developments to the Crisp platform

* Follow and adhere to Quality Assurance processes, reviewing and developing improvements where possible

To be successful you will need:

* Excellent attention to detail

* Ability to work under pressure and to client deadlines

* Strong will to automate and streamline repetitive tasks

* Strong logical thinking and problem-solving skills

* Ability to multi-task across multiple concurrent projects

* Able to adapt technical skills in a rapidly changing environment

* Ability to prioritise a busy workload

* Professional and positive approach

* Ability to communicate complex information to colleagues of all levels of IT competency

* Self-motivated and self-reliant

* Good technical ability

The Onboarding department currently operates the following shifts:
Shift 1 - 09:00 - 17:30 Mon-Fri
Shift 2 - 14:00 - 22:30 Mon-Fri
When operating on Shift 2 Onboarding Engineers are located at home. Shifts are allocated at a monthly meeting.
2:1 in a technical / computer science degree or equivalent technical experience / Relevant industry experience (SaaS)
Experience of JSON, APIs and programming languages (e.g. Python)
Experience in learning and using bespoke software
Ability to engage with clients and build relationships with internal and external customers
Experience of automating processes
Experience of project management
Excellent oral and written communication skills
Experience of documenting procedures for external as well as internal use
Service Desk experience
Experience with ZenDesk
If you feel you have the skills and experience to be successful in this role, then please send an up to date CV along with your current salary details to Debbie Middleton at MGER and let her do the rest

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