Product Onboarding Training & Support Specialist-SaaS

Product Onboarding, Training & Support Specialist

Location: Remote

Working Hours: Must be comfortable working with overlapping hours with both USA and India teams.

About the Role

12th Wonder is looking for a Product Onboarding, Training & Support Specialist to help customers successfully adopt and use our solutions through effective onboarding, product training, and ongoing technical support.

Key Responsibilities

• Conduct customer onboarding and product training sessions.
• Guide customers on product adoption, usage, and best practices.
• Provide Tier 1 and Tier 2 product support and troubleshooting.
• Create and maintain training materials, user guides, and knowledge base articles.
• Collaborate closely with Product, Engineering, and Customer Success teams.
• Track customer feedback and identify opportunities for product and customer experience improvements.
• Assist with testing and validation of new product features.

Qualifications

• 2+ years of experience in Customer Success, Product Training, Technical Support, or Software Implementation.
• Strong communication, presentation, and troubleshooting skills.
• Ability to explain technical concepts clearly in simple, user-friendly language.
• Experience supporting enterprise software applications, cloud-hosted solutions, or SaaS platforms is preferred.
• Bachelor's degree or equivalent experience preferred.

What We're Looking For

We're looking for someone who is customer-focused, technically comfortable, and confident in conducting product demonstrations and training sessions. The ideal candidate should be able to understand customer needs, troubleshoot issues effectively, and work collaboratively with cross-functional teams.