Onboarding Support Specialist

Summary

Join Zigzag's customer team as an Onboarding Support Specialist! This crucial role ensures smooth client onboarding, from technical setup to launch. You will guide clients through processes like SSO, SCIM, and AD configuration, requiring excellent communication to explain technical concepts clearly. This client-facing position demands strong verbal and written communication skills and the ability to troubleshoot technical issues. You will maintain detailed onboarding records and identify process improvements. The ideal candidate possesses 3-4 years of relevant experience and a strong technical aptitude.

Requirements

• 3-4 years relevant experience
• Strong verbal and written English communication skills
• Must be highly detail-oriented with a strong commitment to accuracy
• Empathetic, patient, and client-focused
• Technically competent – comfortable learning and working with identity management tools (e.g. SSO, SCIM, AD)
• Organized and diligent – able to manage multiple onboarding tracks at once

Responsibilities

• Own the end-to-end onboarding support process for new clients
• Guide customers through technical setup steps including SSO, SCIM, AD and other integrations
• Respond to client inquiries via email, video calls, and chat with clarity and professionalism
• Troubleshoot setup issues in real-time, escalating where necessary
• Document onboarding steps and flag process improvements to internal teams
• Maintain detailed records of onboarding progress in internal systems

Preferred Qualifications

Previous experience in customer support, onboarding, or technical support is a plus