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.

Work arrangement
No