About Company
Alorica is a global leader in customer experience solutions, providing a diverse range of services to some of the world’s most recognized brands. With a presence in 15 countries and a workforce of over 100,000 passionate problem-solvers, we’re dedicated to creating ridiculously great experiences for customers. We partner with clients across various industries, including cutting-edge technology and SaaS companies, to deliver innovative and effective customer service, technical support, and user engagement strategies. At Alorica, we believe in fostering a dynamic and inclusive environment where our employees can grow their careers, develop new skills, and make a significant impact on our clients’ success. Join our team and be part of a company that values creativity, collaboration, and a relentless pursuit of excellence.
Job Description
Are you passionate about helping users maximize the value of new technology? Do you thrive on guiding individuals through complex processes with patience and clarity? Alorica is seeking a motivated and empathetic User Onboarding Specialist with flexible hours to join our dynamic team in Olongapo, Zambales. In this role, you will be instrumental in ensuring a seamless and successful initial experience for users of various Software-as-a-Service (SaaS) products we support. You will be the first point of contact for new users, acting as a product expert and a trusted guide, empowering them to fully utilize the features and benefits of their new software. This position offers the flexibility to manage your schedule while still providing critical support during key onboarding phases. You will develop and deliver engaging onboarding programs, address user queries, troubleshoot initial challenges, and gather feedback to continuously improve the user journey. Your efforts will directly contribute to user retention, satisfaction, and the overall success of our client’s SaaS offerings. If you have a knack for simplifying technical concepts, a customer-centric mindset, and are eager to work in a fast-paced environment with a focus on flexible work arrangements, we encourage you to apply.
Key Responsibilities
- Conduct engaging and informative onboarding sessions (virtual or in-person) for new users of various SaaS platforms, tailored to their specific needs and use cases.
- Develop and maintain comprehensive onboarding materials, including guides, FAQs, video tutorials, and interactive walkthroughs.
- Provide proactive support and guidance to users during their initial adoption phase, addressing questions and resolving basic technical issues.
- Act as a primary point of contact for new user inquiries, ensuring timely and effective communication.
- Collaborate with internal teams (e.g., product specialists, technical support) to escalate complex issues and provide holistic solutions.
- Gather and analyze user feedback to identify common pain points and suggest improvements to the onboarding process and product features.
- Track and report on key onboarding metrics, such as activation rates, time-to-value, and user satisfaction.
- Stay up-to-date with product updates, new features, and industry best practices in SaaS user onboarding.
- Contribute to a positive and supportive user community by fostering engagement and knowledge sharing.
- Manage your work schedule effectively to meet onboarding targets and support user needs within the flexible hours framework.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong empathy and active listening skills to understand user needs and frustrations.
- Proven ability to simplify complex technical information for non-technical audiences.
- Experience in customer service, technical support, or a client-facing role.
- Familiarity with various SaaS applications and a general understanding of cloud-based software.
- Proficiency in using CRM software and other customer support tools.
- Strong problem-solving and analytical abilities.
- Self-motivated, highly organized, and capable of working independently with minimal supervision.
- Ability to adapt to a flexible work schedule and manage time effectively.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, Information Technology, or a related field.
- Previous experience specifically in user onboarding or customer success for a SaaS company.
- Experience creating instructional content or training materials.
- Familiarity with project management tools and methodologies.
- Knowledge of various digital adoption platforms (DAPs).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits (medical, dental, vision).
- Generous paid time off and leave benefits.
- Robust training and development programs to foster career growth.
- Opportunities for professional advancement within a global company.
- Employee recognition programs.
- Access to modern office facilities and collaborative workspaces.
- Dynamic and inclusive work environment.
How to Apply
Interested candidates are encouraged to apply directly through our official careers portal. Please click on the application link below to navigate to our Philippines careers page. Once there, search for ‘User Onboarding Specialist’ or similar roles, and submit your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this flexible role.