Customer Onboarding and Platform Support Analyst
Pay Rate :: $17 per hour
Work Location: US - Hybrid (Preferred: Farmington, MI)
Support Hours: EST and PST Time Zones
Purpose of the Role
The Customer Onboarding and Platform Support Analyst serves as the bridge between the organization and its customers during the early stages of the customer lifecycle. The role is responsible for ensuring customers quickly realize value from the platform by supporting onboarding, minimizing implementation issues, and driving platform adoption.
Primary Language: English
Secondary Language: Spanish or Portuguese (Preferred, but not required)
Scope of Work
- Drive customer onboarding and platform adoption by supporting customers through setup, telemetry enablement, and platform activation.
- Engage customers via phone, email, and webinars to provide guidance, resolve questions, and encourage platform adoption.
- Capture customer feedback, maintain engagement records, and collaborate with cross-functional teams to improve customer outcomes.
- Prepare reports and track onboarding progress, customer interactions, and adoption metrics.
Required Qualifications
- 1-2 years of professional experience in customer service.
- Experience in customer onboarding, account management, platform operations, service desk functions, or customer support.
- Good understanding of user lifecycle management, including onboarding, access modifications, and offboarding processes.
- Strong verbal and written communication skills with the ability to effectively present information to customers and stakeholders.
- Proficiency in Microsoft Office applications, especially Excel, PowerPoint, and reporting/dashboard tools.
- Strong analytical and problem-solving skills.
- Customer-facing experience with a customer-centric approach.
- Basic understanding of technology and networking concepts.
- Ability to collaborate effectively with cross-functional teams.
- Strong organizational, time management, and follow-up skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Technical aptitude to understand platform workflows and customer requirements (deep technical expertise is not required).
Preferred Qualifications
- Familiarity with enterprise networking, collaboration, cloud management, or similar technology platforms.
- Experience with reporting, tracking, and data analysis.
- Hands-on experience with user provisioning, identity and access management (IAM), or account administration tools.
- Experience using CRM systems and customer management platforms.
Behavioral Competencies
- Strong sense of ownership and accountability.
- Proactive problem-solving with appropriate escalation when needed.
- Ability to collaborate effectively across cross-functional teams.
- Excellent organizational skills and attention to detail.
- Ability to thrive in a fast-paced, customer-focused environment while managing multiple priorities.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.