Help Desk Operations Specialist

A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills. The Onboarding Specialist plays a critical role in ensuring new customers to the Kaseya Help Desk Service transition smoothly onto our platform and services. This role manages key tasks and documentation involved in the customer onboarding process. This role will be responsible for the migration of customers to our Help Desk services and will help educate and train customers on onboarding services, procedures, and our service capabilities.  

 Required Skills: Proven track-record of success working in a fast-paced environment with challenging deadlines, multiple priorities and limited resources. Ability to create documentation, including workstreams, project outlines, and post execution analysis. Ability to quickly establish credibility and maintain strong relationships with internal and external stakeholders. Creative problem-solving skills with a willingness to speak up and ask questions. Experience working with various project management or coordination methodologies. Excellent oral and written communication skills and proficient with MS Office and Salesforce. Strong customer service, project management, relationship management and quality control skills. 

The Onboarding Specialist is a pivotal role that oversees a number of key functions that enable the delivery of high-quality services to our customers, and ensures processes are in place to migrate customer data while remaining compliant to project timeline. This position is a customer-facing role and requires the establishment and management of expectations with our customers and will drive the Kaseya Help Desk to achieve support expectations. This position will also function as an internal advocate for our customers’ requirements and work closely with the Help Desk Strategy Manager during the onboarding of new customers.  

• →Update ticketing system and customer database with new customer and end user details. 
• →Generate reports and import/export templates for customer data. 
• →Configure RMM environments to provide help desk access to customer systems.  
• →Create and format customer documentation per help desk standards. 
• →Maintain project management tools tracking onboarding status. 
• →Build reports illustrating new customer onboarding progress. 
• →Update internal customer documents and Wikis. 
• →Serve as a key onboarding project coordinator and point of contact. 
• →Perform all other duties as assigned. 

• Associate degree or verifiable relevant work experience in similar field.   
• 2+ years’ experience with customer onboarding or project coordination. 
• Excellent attention to detail and organizational skills.   
• Proficiency with ticketing systems, RMM tools, and MS Office suite. 
• Strong written and verbal communication abilities.  
• Customer service focused with ability to learn systems quickly. 
• Ability to multitask effectively and prioritize in a fast-paced environment. 
• Must be able to work in a fast-paced environment. 
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. 
• Experience in a Managed Services Provider (MSP) environment is a huge plus