Job Description

Where you’ll work: Anywhere within CET +/- 4 hours
Guatemala, mostly remote with occasional working days at the Guatemala City Office. Hours 9 AM to 6 PM Mountain Time

SMB Onboarding Specialist at GoTo, The SMB Project Management Team handles onboarding our new small, medium business clients. We provide world class experience for customers so they can get the most out of their GoToConnect System. The SMB Project Management Team handles training and configuring the GoToConnect system. The SMB Project Management Team will monitor orders such as new numbers and equipment, ensure that any issues are addressed and resolved as quickly and efficiently as possible. The Project Manager will keep communication with the customer and ensure their questions are answered, that they are focused and engaged on the needed next steps/tasks. Ensure that they communicate with the customer, third parties, internal teams to complete all needed tasks in a timely manner.
Your Day to Day
As a SMB Onboarding Specialist you would be working on:
• Pre-install network survey
• Introductory call between customer and SMB Project Manager
• Testing and verification of Network stability
• Network Configuration Assistance
• Hands on-training
• White Glove Billing and Support Process
• Dedicated resources for technical questions and business-related questions
• Controlled SLA to deliver in timely fashion
• Web Help Documentation (provided by SMB Project Manager)

What We’re Looking For
As a SMB Onboarding Specialist, your background will look like:

• Coachable - embraces learning new skills and accepts developmental feedback. • Technical background (knowledge of troubleshooting, router knowledge a plus)
• Background in Customer Service/Project Management
• Ability to speak and type fluently in English with correct grammar (85%)
•Staff Experience required (QA, Trainer, Supervisor or team leader)
At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.