About Company
Sutherland Global Services is a leading global process transformation company focused on helping clients achieve greater agility and efficiency. With a workforce spanning 16 countries, Sutherland delivers design-build-run services that transform experiences at every touchpoint. For over 35 years, we have been innovating, improving, and optimizing business processes for our clients across various industries, including banking, financial services, healthcare, retail, and telecommunications. Our commitment to our employees is as strong as our dedication to our clients, fostering an environment where talent can thrive and careers can grow. We pride ourselves on creating a dynamic and supportive workplace that champions diversity and professional development, empowering individuals to make a real impact. Join Sutherland and become part of a global team that’s redefining customer experience and operational excellence.
Job Description
Are you passionate about helping people and eager to make an immediate impact? Sutherland Global Services is actively seeking a highly motivated and customer-centric User Onboarding Assistant to join our vibrant team in Hope Pastures, St. Andrew. This is an incredible opportunity for an ‘Immediate Hire’ to play a pivotal role in ensuring our new users and clients have an exceptionally smooth and positive introduction to our services and platforms. As a User Onboarding Assistant, you will be the first point of contact for many, guiding them through initial setup, product features, and service utilization, ensuring they feel confident and supported from day one. You’ll be instrumental in reducing friction during the early stages of the user journey, answering questions, providing clear instructions, and troubleshooting common initial challenges. Your success will directly contribute to user retention and overall satisfaction. We’re looking for someone who thrives in a fast-paced environment, possesses excellent communication skills, and genuinely enjoys empowering others. This role requires a proactive approach, a keen eye for detail, and the ability to explain complex information in an easy-to-understand manner. If you’re ready to jump into a rewarding role where your efforts directly impact user success and satisfaction, and you’re looking for a company that values growth and innovation, we encourage you to apply today. This full-time position offers comprehensive training, opportunities for career advancement, and the chance to work with a diverse and collaborative global team. Be a part of a company that is at the forefront of transforming customer experiences!
Key Responsibilities
- Serve as the primary point of contact for new users, guiding them through the initial onboarding process.
- Provide comprehensive product and service walk-throughs, ensuring users understand key features and benefits.
- Assist users with account setup, technical configuration, and initial troubleshooting of common issues.
- Clearly communicate complex information and instructions in an engaging and accessible manner.
- Respond promptly to user inquiries via phone, email, and chat, maintaining a high level of customer satisfaction.
- Identify and document recurring user issues or feedback to contribute to ongoing service improvement.
- Collaborate with internal teams (e.g., technical support, product development) to resolve escalated user concerns.
- Maintain accurate records of user interactions and onboarding progress in our CRM system.
- Conduct follow-up check-ins with new users to ensure continued satisfaction and address any lingering questions.
- Continuously update knowledge of our products, services, and best practices for user support.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a patient and empathetic approach.
- Proficiency in basic computer applications and quick to learn new software.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Demonstrated problem-solving capabilities and attention to detail.
- Customer service orientation with a commitment to user satisfaction.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's degree or higher in a relevant field (e.g., Business Administration, Communications).
- 6-12 months of experience in a customer service, technical support, or user-facing role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience in a BPO or call center environment.
- A genuine passion for technology and helping others succeed with new tools/platforms.
Perks & Benefits
- Competitive salary and performance incentives.
- Comprehensive health and wellness benefits package.
- Paid time off and holiday benefits.
- Extensive training and professional development programs.
- Opportunities for career advancement within a global company.
- Modern, supportive, and inclusive work environment.
- Employee assistance programs.
- Access to a diverse and collaborative team culture.
How to Apply
Ready to kickstart your career as a User Onboarding Assistant at Sutherland Global Services? Don’t miss this ‘Immediate Hire’ opportunity! Click the link below to apply directly through our careers portal. Please ensure your resume highlights your customer service experience and your passion for helping users.