Customer Support Specialist – Onboarding Focus

🕒 April 14

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Kegmil

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

⚡ Productivity

💰 Seed Round on 2022-09

SaaS • Enterprise • Productivity

Kegmil is a company that specializes in providing comprehensive field service management solutions. Their platform offers features such as client and site management, service request management, asset management, work order management, preventive maintenance, contract management, scheduling and dispatch, job status and time tracking, and resource management. The company aims to improve operational efficiency, asset uptime, and service performance through technology and data. Kegmil's solutions include a field enablement app that empowers the mobile workforce, digital inspection and reporting tools, and dashboards for actionable insights. Catering to industries like process and industrial equipment and critical M&E infrastructure, Kegmil enables organizations to streamline workflows, enhance customer experience, and improve resource productivity.

📋 Description

• End-to-End Onboarding : Lead the journey from contract signature to full platform adoption for B2B clients. • Environment Configuration : Deeply understand client workflows to set up tenant environments and system settings. • User Training : Conduct sessions to guide users on how to effectively utilize the platform to achieve their KPIs. • System Expertise : Master the interconnections of FSM, ERP, and AI modules within the Kegmil platform. • Communication & Toolsets : Provide high-quality support across multiple channels (WhatsApp, Email, etc.) using Google Workspace (Docs, Sheets, Slides) to manage data and documentation efficiently. • Issue Resolution : Reproduce reported incidents, clarify if they are bugs, and coordinate with the development team to resolve production issues aggressively. • AI Productivity : Leverage AI tools to draft high-quality responses and optimize the internal support process. • Feedback Loop : Analyze customer feedback and provide detailed reports to help shape the Product Roadmap.

🎯 Requirements

• Onboarding Experience : You must have a proven track record of successfully managing B2B customer onboarding journeys. • Experience : At least 1-2 years in a Customer Success or Technical Support role within a SaaS company. • Language : Excellent English (Written & Spoken) is mandatory for regional and global collaboration. • AI Proficiency : Strong ability to use AI tools (ChatGPT, Gemini, etc.) to enhance productivity and support quality. • Mindset: Problem-Solver : Exceptional interpersonal skills to translate technical jargon into simple, actionable instructions. • Independent : Ability to operate independently to find solutions and workarounds for complex user issues.

🏖️ Benefits

• Flexible Support • Competitive compensation