About this role
GreenSlate is hiring a technical onboarding/implementation specialist to set up client software projects and train users. You will also provide ongoing support via calls, emails, and Intercom tickets, and help relay bugs and development requests from users.
Key Responsibilities
- Complete complex/studio software project setups and modifications
- Answer support calls and emails
- Use Asana checklists and follow protocols for project setup
- Manage client requests in Intercom and escalate issues as needed
- Submit software development requests and bugs to development; support ongoing training
Technical Overview
The technical scope focuses on software onboarding and support workflows rather than system administration: project setup/modification, protocol-driven checklists (Asana), ticket intake and management (Intercom), and coordinating with Technical Account Management and Digital Project Manager for client readiness and communications.
Ideal Candidate
The ideal candidate is a mid-level customer-facing implementation professional with 3+ years in customer service and 1+ year of software implementation/project onboarding experience. They have hands-on experience using Asana checklists and the Intercom ticketing system to manage client requests, train users, and escalate/relay bugs and feature requests to development teams.
Must-Have Skills
Complete complex/studio software project setups and modifications as required by the clientAnswer incoming support calls and emailsUtilize Asana checklists and follow protocols for each project setupUtilize Intercom ticketing system to manage client requestsSubmit software development requests and bugs to development on behalf of usersTraining and providing ongoing support to new Implementation Specialists to assist with setups
Nice-to-Have Skills
Experience supporting accounting or other business systems
Tools & Platforms
AsanaIntercomAsana checklistsIntercom ticketing system
Required Skills
complex studio software project setupsclient trainingsupport callssupport emailsAsana checklistsIntercom ticketing systemissue escalationsoftware development requestsbug reportingproject onboardingtechnical account management supportuser communicationsaudits and checklists
Hard Skills
complex studio software project setups and modificationsclient trainingsupport calls and emails handlingAsana checkliststicket management via Intercom ticketing systemissue transfer/escalation to other team memberssubmit software development requests and bugs to developmentsoftware bug reportingplanning and coordinating user communicationsmeeting with clients to ensure setups are enabled correctlyassist with audits and checklistsutilize protocols for each project setuphigh volume support under pressure
Soft Skills
outgoing personalityfriendlypositiveknowledgeable client experienceexceptional customer serviceaccountability for completing tasks correctlyself monitoringself awareself correctingsolution-oriented mindsetability to deal with high volumesability to work under pressureenthusiastic attitude about providing superior customer servicelearning the ins and outs of software platforms
Keywords for Your Resume
Implementation Specialist IItechnical onboarding specialistproject setupclient trainingsupport callssupport emailsAsana checklistsprotocolsIntercom ticketing systemticketing systemissue escalationsoftware development requestsbugs to developmentimplementationproject onboardingImplementation SpecialistsTechnical Account Managementuser communicationsauditschecklistsremote within the United Statescustomer service3+ yearsAsanaIntercom
Deal Breakers
Must have hands-on experience with Asana checklists and Intercom ticketing system (as stated in the posting), Must be able to complete client software project setups and deliver client training
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