Onboarding Engineer

Onboarding Engineer

IT
KZN

The Level 1 Onboarding Engineer is primarily responsible for the successful onboarding and support of Clients.
The role develops a deep understanding of both The company/CyberArk and conceptual understanding of cloud security including the why and how of securing cloud applications.
 
ONBOARDING
    • Successfully onboard clients into the company Platform
    • Conduct consultations and product related sessions (Intro call, onboarding session, Team Setup, Final Review, adhoc calls both inbound and outbound) with clients
    • Compliance to the Company’s Delivery Guidelines, Policies & KPIs
    • Master password reset processes as a service and onboarding function
    • Build customer portals
    • Resolve service tickets in line with existing service level agreements with clients
    • Contact client to request further clarification or additional information as requested
    • Maintain Process documentation & report process challenges
    • Setting expectation during the onboarding life cycle
    • Other adhoc tasks as required for Onboarding
 
TECHNICAL SUPPORT:
    • Resolve onboarding technical issues in accordance to best practices and guidelines
    • Relay vital technical information to clients by phone, email, or ConnectWise
    • Utilize internal resources in troubleshooting issues
 
TECHNICAL COMPETENCIES:
    • Add/Remove Users, Apps, Roles
    • Capture New Apps
    • SAML/SSO
    • Email Protection (Office 365/ G-Suite)
    • Email Redirection
    • Troubleshoot other Support Requests
 
The role requires the following:
    • Strong communication skills both verbal and written
    • Impeccable physical presentation
    • Confidence interacting with clients of all nationalities
    • A technical mindset and a strong understanding of SaaS software
    • Willingness to grow in the role and learn new skills on the job 
    • Resourcefulness to use the tools provided by the company