Onboarding and Support Specialist  

Project Management

• Lead the planning, coordination, and execution of software onboarding and training activities.
• Develop detailed project plans, timelines, and resource allocation schedules for software implementation.
• Monitor and control the progress of the software rollout to ensure milestones are achieved, addressing any risks or issues that arise.
• Oversee coordination with the stakeholders to ensure successful project delivery.
• Manage multiple stakeholders, including external and internal teams.
• Conduct regular project status meetings with internal and client stakeholders to ensure alignment and transparency.

Onboarding and Training

• Conduct training sessions for end-users on the use of the system.
• Develop and customize training materials (user manuals, guides, videos) tailored to the needs of various users and their specific tasks.
• Ensure all stakeholders are fully prepared to use the software efficiently, including answering questions and providing hands-on support during training.
• Provide post-training support to ensure smooth adoption and resolve any issues encountered by users.

Client Support

• Serve as the primary point of contact for clients to address concerns, resolve issues, and provide assistance during the software implementation process.
• Troubleshoot and diagnose software issues, working with technical teams to resolve them.
• Ensure a positive customer experience by maintaining clear communication, responding to queries promptly, and managing client expectations.
• Collect and analyze client feedback to continuously improve the training and onboarding process.
• Create detailed documentation for client support, including FAQs, troubleshooting guides, and escalation processes.

Rollout Management

• Manage the end-to-end process of software rollout across various locations in the Philippines.
• Coordinate with technical teams to ensure successful system installation, configuration, and testing at each location.
• Oversee the deployment and configuration of the software at each location, ensuring that the system functions as expected in real-world conditions.
• Monitor the progress of the rollout and assist with any troubleshooting or adjustments required during the deployment phase.

Relationship Management

• Build and maintain strong relationships with key stakeholders
• Act as the liaison between the client, internal teams, and technical support to ensure that all parties are aligned with project goals.
• Represent the company’s interests while ensuring that the client’s needs and concerns are effectively addressed.

Reporting and Documentation

• Provide regular updates to senior management regarding project status, challenges, and client feedback.
• Maintain accurate and detailed records of all training sessions, support issues, and client interactions.
• Prepare post-project reports and evaluations to assess project success and areas for improvement.

• Bachelor's degree in Business, Information Technology, or a related field.
• Minimum of 2-3 years in project management, client support, or a similar role, with experience in software onboarding or technical training.
• Familiarity with technical systems, software deployment processes, and troubleshooting. Working with government clients is a plus.
• Must be willing to travel across various locations in the Philippines to oversee the project rollout and provide in-person support.
• Proficiency in English and Filipino is required. Additional language skills are a plus.
• PMP, Agile, or similar project management certifications are desirable but not required.