Tempe, Arizona, United States · Hybrid
$25/hr–$26/hr
Job DetailsJob Location: Tempe Call Center - Tempe, AZ 85288Position Type: Full TimeJob Category: InsuranceThe INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clien…
Skills: User Onboarding, Technical Support, Customer Success, Training Delivery, Account Configuration
Tempe, Arizona, United States • Hybrid
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The specialist guides new users through the digital platform onboarding process via training, account configuration, and technical support. They monitor engagement metrics and collect user feedback to improve the platform's UI/UX and onboarding flow.
Requires a high school diploma and 1-3+ years of experience in onboarding, customer success, or technical support, preferably within a SaaS environment. Candidates must possess strong communication skills and proficiency with CRMs, ticketing tools, and project management software.
Job DetailsJob Location: Tempe Call Center - Tempe, AZ 85288Position Type: Full TimeJob Category: InsuranceThe INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clients, or employees) are smoothly introduced to a digital platform, tool, or service. This role often sits at the intersection of customer success, technical support, and training. This is a Hybrid role with time in the Akron Ohio office as well as remote.
User Onboarding & Training
Guide new users through the onboarding process.
Provide live training sessions, webinars, or recorded demos.
Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows.
Account Setup & Configuration
Assist users with setting up their accounts and profiles.
Help configure integrations, APIs, or custom settings as needed.
Ensure user environments are correctly set up before go-live.
Customer Support & Troubleshooting (Early Stage)
Answer user queries during the onboarding phase.
Troubleshoot technical issues and escalate to appropriate teams.
Track and resolve onboarding roadblocks.
Documentation & Resources
Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
Collaborate with marketing or product teams to update training content.
Client Engagement & Success Monitoring
Monitor engagement metrics (logins, feature usage, etc.) during onboarding.
Follow up with users to ensure they're progressing through onboarding milestones.
Proactively engage at-risk users to ensure successful adoption.
Feedback & Product Insights
Collect and relay user feedback to product or development teams.
Identify common pain points to improve the onboarding flow or platform UI/UX.
Work closely with sales, product, customer success, and engineering teams.
Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success.
QualificationsREQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer-Facing & Communication
Excellent verbal and written communication skills
Ability to explain complex technical concepts in simple terms
Strong customer service orientation and professionalism
Comfort leading training sessions, webinars, or demos
Project & Process Management
Strong organizational skills to manage multiple onboardings at once
Ability to create and manage onboarding plans, timelines, and milestones
Proactive problem-solving and attention to detail
Comfortable using and explaining digital platforms or software tools
Proficient with computers
SaaS platforms
APIs and integrations (basic understanding)
CRMs (e.g., Salesforce, HubSpot)
Ticketing or support tools (e.g., Zoho, Zendesk, Intercom)
Project tools (e.g., Asana, Trello, Notion)
Ability to track usage data and onboarding KPIs
Identify trends and provide recommendations to improve processes
High school diploma or GED
1-3+ years of experience in one or more of the following roles:
Onboarding or implementation specialist
Customer success or client services
Technical support
Account management (with a technical product)
Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred.
The base pay for this role in the Akron Ohio office is: $25.00- $26.50 per hour. You are also eligible for employee benefits medical, dental, vision, life, and participation in the company 401(k) plan. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.
Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly.
Hearing: Ability to receive detailed information through oral communication with or without correction.
Repetitive Motion: Substantial movement (motions) of the wrist, hands and fingers.
This Hybrid Remote / In-office role provides the opportunity to gain knowledge while collaborating with co-workers while also considering a life work balance.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office environment with controlled temperature.
The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among co-workers.
IHC Specialty Benefits, Inc., is a licensed insurance agency that works with producers, affinity groups, membership associations, and consumers to provide the technology, knowledge, and support they need to navigate the health insurance landscape. We are a national insurance brokerage, connecting individuals, families and small business to the health and supplemental insurance products that best fit their needs.
Offices: 5353 Wayzata Blvd, Ste. 300, St. Louis Park, Minnesota 55416, US · 5450 E High St, Ste. 300, Phoenix, Arizona 85054, US · 437 E. Stewart St, Building 30, Ste. 140, Milwaukee, Wisconsin 53207, US · 1511 N Westshore Blvd, Ste. 220, Tampa, Florida 33607, US · 4700 Lakehurst Ct, Ste. 135, Dublin, Ohio 43016, US
IHC Specialty Benefits, Inc., is a licensed insurance agency that works with producers, affinity groups, membership associations, and consumers to provide the technology, knowledge, and support they need to navigate the health insurance landscape. We are a national insurance brokerage, connecting individuals, families and small business to the health and supplemental insurance products that best fit their needs.
Offices: 5353 Wayzata Blvd, Ste. 300, St. Louis Park, Minnesota 55416, US · 5450 E High St, Ste. 300, Phoenix, Arizona 85054, US · 437 E. Stewart St, Building 30, Ste. 140, Milwaukee, Wisconsin 53207, US · 1511 N Westshore Blvd, Ste. 220, Tampa, Florida 33607, US · 4700 Lakehurst Ct, Ste. 135, Dublin, Ohio 43016, US
