Onboarding & Technical Support Specialist at INNERGY1

As an Onboarding and Technical Support Specialist, you will play a key role in guiding new clients through a structured onboarding experience while also supporting ongoing client needs through technical ticket resolution.  You will help clients successfully adopt INNERGY Design and integrated CAD/CAM solutions, ensuring early value realization. In parallel, you will contribute meaningfully to the support queue, resolving technical issues and maintaining a high-quality client experience.  This role blends proactive onboarding ownership with hands-on technical support, offering a dynamic opportunity to impact both customer success and operational efficiency.  Key Responsibilities  Client Onboarding & Adoption   • Lead end-to-end onboarding for new clients, setting clear expectations, milestones, and success criteria   • Guide clients through INNERGY workflows, ensuring strong adoption of systems, processes, and best practices   • Monitor onboarding progress and proactively identify and address risks to timelines or outcomes   • Keep clients engaged, accountable, and progressing toward successful go-live   • Deliver a consistent, high-quality onboarding experience that drives early business value   Technical Support & Ticket Management   • Actively manage and resolve client tickets through Intercom, Microsoft Dynamics, or similar platforms   • Troubleshoot issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations   • Support design-to-manufacturing workflows, including CAD integrations, library configurations, and production processes   • Balance ticket resolution with onboarding responsibilities, ensuring both are executed effectively   • Meet SLAs while maintaining a thoughtful, client-first approach   Client Communication & Experience  • Maintain clear, proactive communication across both onboarding and support interactions   • Translate complex technical concepts into clear, actionable guidance   • Build trust with clients by being responsive, reliable, and solutions-oriented   Knowledge, AI & Continuous Improvement  • Tag and categorize “How-do-I” tickets to improve Intercom AI and self-service capabilities   • Contribute to knowledge base articles, reusable responses, and onboarding resources   • Identify trends from onboarding and support interactions to improve processes and reduce friction   Cross-Functional Collaboration & Feedback  • Partner with Product and Engineering by documenting bugs and sharing client insights   • Collaborate with Content and Training teams to enhance onboarding materials   • Provide feedback to continuously improve onboarding strategy and support operations