MSPbots.ai is a leading provider of AI-driven solutions tailored for Managed Service Providers. Our mission is to empower clients to streamline their operations and maximize their potential through innovative technology.

Job Summary:

Transform MSP service delivery with automated ticket dispatching! As a Onboarding Specialist for Next Ticket, you'll empower clients to optimize their workflows and boost efficiency. Your MSP experience and passion for streamlined processes will drive self-serve adoption and deliver impactful personalized onboarding.

Company: MSPBOTS

Location: Remote

Work Hours and Schedule: Semi-flexible, 8 AM – 5 PM CDT (10 PM-7 AM PHT), Fixed rest days (Sat-Sun)

OVERALL SUCCESS MEASURES

• HIGH self-serve onboarding completion rate for Next Ticket.
• STRONG client satisfaction with the self-serve onboarding experience.
• INCREASED feature adoption and utilization of Next Ticket.
• REDUCED reliance on 1:1 onboarding sessions.
• HIGH client satisfaction with personalized 1:1 onboarding when required.

RESPONSIBILITIESChampion Self-Serve Onboarding:

• Become an MSPbots' Next Ticket feature expert, understanding its functionalities, benefits, and use cases within MSP service desks.
• Develop and maintain engaging self-serve onboarding resources, including educational videos, interactive tutorials, and in-app guidance using tools like UserPilot.
• Continuously analyze the effectiveness of self-serve resources and identify areas for improvement.
• Collaborate with internal teams to optimize knowledge base articles and ensure alignment with self-serve onboarding materials.

Deliver Impactful Personalized Onboarding:

• Identify clients who require personalized 1:1 onboarding due to specific needs or challenges with self-serve.
• Conduct needs assessments to understand client requirements and process pain points.
• Deliver engaging and effective online training sessions, showcasing best-practice configurations tailored to address their key operational challenges.
• Guide clients through the setup and customization of Next Ticket to align with their workflows and automation needs.
• Proactively review client configurations against success factors for implementing Next Ticket, offering recommendations and best practices.

Ongoing Support and Adoption:

• Provide ongoing support and guidance to clients, helping them optimize Next Ticket configurations, troubleshoot issues, and maximize efficiency gains.
• Proactively monitor client usage of Next Ticket and offer assistance to ensure continued value realization.

Risk Mitigation and Proactive Support:

• Identify potential roadblocks to successful Next Ticket adoption and proactively address them.
• Monitor client feedback and usage patterns to identify confusion or frustration and develop solutions to mitigate risks.

Process Optimization:

• Contribute to continuously improving the Next Ticket onboarding process based on client feedback and data analysis.
• Identify opportunities to streamline and optimize onboarding workflows to enhance efficiency and client satisfaction.

QUALIFICATIONS

• MUST have 3+ years of experience in an MSP environment, with hands-on experience in service delivery and ticket dispatching. Experience as a Dispatcher or Service Manager is strongly preferred.
• Deep understanding of ticket dispatching processes, workflows, and best practices within an MSP.
• Strong technical aptitude and ability to learn new software quickly.
• Excellent communication, presentation, and interpersonal skills.
• Passion for client success and a commitment to delivering exceptional service.

DESIRABLE QUALITIES

• Experience with onboarding and training in a SaaS environment.
• Familiarity with UserPilot or similar digital adoption platforms.
• Knowledge of adult learning principles and instructional design.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma).

What’s in it for you?

• Permanent full-time work-from-home position
  
• HMO (reimbursement for $100/mo)
• Life Insurance (reimbursement for $20/mo)
• Reimbursement for Dental-$20 and Vision-$4
• 15 PTO credits in a year (if unused, convertible to cash!)
• Training/Development courses (reimbursement for up to $30)
• US Holiday Pay