Technical Onboarding Specialist - Montreal

December 23 2020
Categories Customer service, Customer Service, Call Centres, Help Desk, Internal support (ACD, PABX, CTI, CRM...)
Montreal, QC

The Opportunity

The Technical Onboarding Specialist contributes to the GeoComply team by maintaining an excellent understanding of the product suite, and technical integration requirements. Liaising with respective technical teams to ensure platform integration will perform at an optimal capacity.

Reporting to the Service Delivery Manager and collaborating with Account Managers, Product Managers, and Customer Success Managers, the Technical Onboarding Specialist continuously looks for opportunities to improve customer relationships with completing successful and on-target integrations, internal communications with clients on integration and UX, in addition to providing up to date information on assigned accounts projects.

Our GeoComply team is a highly effective force, well-respected for our technical and subject matter expertise as well as our positive attitude and energy. As such, team members are generously rewarded with incentives, comprehensive benefits, and learning and development budgets.

About Us

GeoComply and its GeoGuard division operate at the center of a new generation of cybersecurity companies, leveraging today's geolocation data to make better risk-based decisions.

Working as a critical piece of the infrastructure for some of the world’s largest tech companies, GeoComply has become the global market-leader for compliance-grade geolocation data and a critical piece of the decisioning engine.

Working as part of a can-do team-culture, there is no place for egos, soloists, or defensiveness. To be successful in our organization, you need an eager attitude, professionalism, and the confidence to willingly work to prove yourself and your ideas, to earn the trust of the organization.

Our Values

Build it Better: We are a company of puzzle-solvers with big ambitions, who don’t shy away from issues too complex or painstaking for others. We find innovative and customer-oriented solutions to roadblocks while ensuring that our mission to deliver at the highest standards is maintained.

Build it Bigger: We are dreamers and builders with a bias for action. We lean into challenges and work collaboratively to stay on a problem until it is resolved, and then communicate openly and fairly to take steps to learn and improve. We do our best work as a team. Whether working as an individual contributor or as a manager, the success of the team always comes before individual success. Our best leaders grow themselves and their teams to make the next generation of leaders.

Build it Right: GeoComply was founded on the principle of doing things the right way. Details matter. We are trusted by our employees, customers, and by the regulators. The absolute quality and integrity of our product and deliverables is paramount. When we speak to an external party, we ensure that we are speaking with our voice: polite, correct, careful, and helpful. When we speak to an internal colleague, we ensure we use the same voice and are not afraid to be direct when the company values are at stake.

What You Will Be Doing

  • Deliver the highest level of quality within the launch date a production.
  • Ensure that assigned accounts are serviced above and beyond expectation.
  • Proactively working with key contacts to highlight any potential issues, integration problems, or compliance risks.
  • Work with the Account Manager to deliver periodic status updates on integration health to key stakeholders.
  • Maintain relationships with customer product/integration owners.
  • Prepare customer-facing reports summarizing operator integration status, security standards, and provide meaningful examples of current issues.
  • Identify opportunities for areas of improvement by providing clear and constructive feedback
  • Develop and maintain a thorough understanding of the company’s products, processes, and technologies
  • Maintain detailed records of conversations, requirements, and actions on each project for organizational-wide visibility.

Candidate Profile

  • Minimum 3 years’ experience utilizing both customer engagement and technical skills to deliver world-class service to customers in either:
  • Integration/installation/onboarding roles
  • B2B IT Customer support roles
  • Account Management roles supporting Digital technologies
  • Quality Assurance roles
  • Other relevant experience in IT or Digital technology roles
  • Excellent English communication skills and ability to interpreter digital technology vocabulary
  • Experience coordinating between IT and clients communications
  • Ability to analyze and interpret software requirements and design specifications, standards, and regulation documentation.
  • Ability to work effectively in a team & self-driven initiatives
  • Ability to work under tight timelines without compromising quality
  • Strong commitment to providing a high standard of customer experience
  • Culturally sensitive, empathetic, with excellent interpersonal skills; with a proven ability to adapt communication style based on the audience.
  • Performance and results-driven, with ability to put metrics and track performance towards continuous improvement
  • Flexible, adaptable, and organized
  • Honest, ethical, and possesses a high level of integrity
  • ITIL Certification (asset)
  • Knowledge of US gaming and sports betting compliance, regulations, and requirements (asset)
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