What are the responsibilities and job description for the Onboarding Specialist position at Scotch?
About Us:
Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Onboarding Specialist to guide new customers through the implementation process and ensure a seamless go-live experience.
Position Overview:
As an Onboarding Specialist, you will be responsible for successfully implementing our POS solution for newly acquired customers. You will coordinate the setup of POS hardware, configure the software, train users, and provide support to ensure a smooth transition. Your role in setting customers up for long-term success with our platform is essential.
Key Responsibilities:
- Manage the end-to-end onboarding process for new customers, ensuring a seamless transition to our POS system.
- Configure and deploy POS software, including payment processing, inventory management, and financial reporting modules.
- Oversee the setup and integration of hardware components, including touch terminals, receipt printers, barcode scanners, and cash drawers.
- Conduct remote and/or on-site training sessions for customers to ensure they are comfortable using the system.
- Develop and maintain onboarding resources such as training guides, video tutorials, and FAQs.
- Act as the primary point of contact for customers during the onboarding phase, addressing any questions or concerns.
- Collaborate with sales, customer support, and development teams to ensure a smooth onboarding experience.
- Identify and address potential challenges early in the onboarding process to minimize disruptions.
- Track onboarding progress and report key milestones to internal stakeholders.
- Provide feedback to product and support teams to improve the onboarding experience.
- 2 years of experience in customer onboarding, technical support, or software implementation, preferably in the POS or fintech industry.
- Hands-on experience with POS hardware, including receipt printers, barcode scanners, and cash drawers.
- Strong troubleshooting skills and the ability to guide customers through setup processes.
- Excellent communication and customer service skills.
- Ability to explain technical concepts in a clear and simple manner.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage multiple customer implementations simultaneously.