Client Support Onboarding Specialist

MRI Software • Cleveland, OH

4d

About The Position

The Client Support Onboarding Specialist is responsible for ensuring that all incoming Client Support agents can quickly meet the goals of the department and the requirements of the job. This individual will work directly with Education Services and Client Support management to ensure the Global Onboarding Strategy is executed for all new hires or existing Client Support employees transitioning to new roles within the department.

Requirements

• Knowledge of Client Support Standard Operating Procedures and best practices
• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Ability to understand and communicate essential functions and procedures within Global Client Support department
• Ability to understand and articulate technical concepts and derive solutions
• Understand the flow of data within product and processes and can apply to problem solving
• Strong time management and organizational skills
• Strong knowledge of MRI products
• Bachelor’s degree or equivalent relevant work experience required
• 2+ years of hands-on, in-depth experience with MRI products

Nice To Haves

• Previous training experience preferred
• Experience in MRI Client Support culture
• Experience with PMX Residential Management or other MRI Living products preferred

Responsibilities

• Provide direct support for new agents, including coaching on internal systems and processes.
• Partner with other members of the Client Support and Education Services organization, as well as other resources throughout the business, to strengthen product knowledge and increase agents’ confidence.
• Develop support-specific training materials, activities, and resources that support the new hire learning plan
• Review and maintain training materials to ensure information is accurate and timely
• Work with internal training resources to transition new employees from introductory training period to live support.
• Deliver support-specific trainings for incoming support personnel
• Monitor new analysts/ transitions and progress and identify/address knowledge gaps.
• Conduct ongoing developmental trainings to provide continual developmental progress to agents.
• Partner with support management to identify and execute learning opportunities for support staff
• Adhere to all MRI Software and Client Support policies and procedures.
• Perform other duties and responsibilities as assigned.

Benefits

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year
• Further your professional development and growth with our generous Tuition Reimbursement offerings
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year
• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level