Offer summary

Qualifications:

Proven experience as a System Administrator or similar role., Strong understanding of device management and IT support processes., Excellent communication skills for customer interaction and collaboration., Familiarity with SmartDeploy and PDQ products is a plus..

Key responsabilities:

Facilitate the onboarding process for new customers using SmartDeploy.

Collaborate with technical support to resolve customer issues and escalate when necessary.

Demonstrate product knowledge and communicate effectively with customers during onboarding calls.

Capture customer feedback to improve the onboarding process.

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies.

About the Client

Our client is founded in Salt Lake City, UT. They make device management simple, secure, and Pretty Damn Quick. Their IT teams use products to reduce complexity, improve efficiency, and enhance control in their unique environments. They are backed by TA Associates, a top-tier global PE fund. SimpleMDM and SmartDeploy are powered by our client.

About the Role

We are seeking a skilled System Administrator to join our team and play a pivotal role in onboarding new SmartDeploy customers. In this role, you will collaborate closely with our technical support group and utilize predefined onboarding plans/templates to ensure seamless product integration and setup for our clients.

What you’ll do

Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they are effectively set up on our SmartDeploy product. Collaborate with technical support and utilize onboarding plans/templates with customers to ensure they have accomplished key value drivers with the product in their first 30-60 days.
Technical Support Escalation: Identify and escalate level 2 or higher technical issues to Sales Engineers. Collaborate with Sales Engineers to address complex issues, escalating to the Solutions Team when necessary.
Product Knowledge: Demonstrate proficiency in SmartDeploy and other PDQ products and their value propositions. Understand key differentiators vs. competitive products. Leverage the knowledge base maintained by the Solutions team to enhance customer experience.
Communication and Collaboration: Conduct customer calls via Zoom for onboarding purposes. Effectively communicate with customers and collaborate within a multi-location or offshore team environment. Capture feedback from customers to help guide and produce enhancements and improvements to the onboarding process itself.

Required profile