User Onboarding Specialist

Accurate Network Services Inc. is on the hunt for a rockstar User Onboarding Specialist to join our team and WOW our clients!

The person who holds this role is the voice at the end of the line providing awesome—not to mention professional and engaging —customer onboarding support. At stage one of the Accurate Customer Journey, we count on you to create an incredible customer experience by delivering a smooth, personalized, and positive onboarding process that is both memorable and efficient.

As a User Onboarding Specialist at Accurate, you will be collaborating cross-functionally with Accurate’s many teams for various aspects of the onboarding process. We use Autotask to track tickets and time worked, and we’ll provide ample training on how the mechanics of the system work.

This is a full-time position (weekdays from 8:00 am to 4:30 pm) with some after-hours and weekend work. You will be required to take part in an on-call rotation to respond to client after-hours emergency calls (approximately one week every 18 weeks). This role is primarily based out of the office, however there may be occasional onsite work at our client’s locations.

Key Accountabilities

• Complete onboarding and offboarding tickets efficiently.


• Handle intermediate to advanced issues and escalate appropriately.


• Ensure accounts, access, licensing, and hardware are provisioned or deactivated on time and according to process.
  


• Use approved templates, set expectations, and follow-up with clients proactively.
  


• Schedule, document, and update all onboarding/offboarding tickets and related tasks in real-time.


• Maintain accurate entries in Autotask, IT Glue, and all forms and checklists.


• Coordinate with Procurement for hardware status, Licensing for account setup, Field Services for onsite tasks, and Centralized Services for automation opportunities.
  


• Share feedback and client insights with the Client Services team.
  

Qualifications & Experience

• Minimum of one years' experience:
  
  
  
  • Providing remote or deskside IT Support, preferably with a focus on user onboarding/offboarding.
  
  
  • Administrating and troubleshooting Windows 10/11 Devices.
  
  
  • Administrating and troubleshooting Microsoft 365 and Azure environments.
  
  
  • Administrating and troubleshooting Line of Business applications.
  
  
  • Administrating and troubleshooting Printers & SMTP settings.
  
  
  • Troubleshooting Network issues.
  
  


• Strong communication skills and a high level of professionalism while working with vendors and clients directly.


• Exceptional customer service skills and the ability to WOW our clients.


• Strong problem-solving skills.


• A valid driver’s license.

Why Choose Accurate?

• Generous professional development program


• Active Social Committee with events you can write home about


• Health Benefits after 3 months of employment


• Optional Health Spending Account, Wellness Spending Account, and RRSP contributions 


• Multiple opportunities for growth (we promote based on skill—not tenure or bureaucracy)

About Us

Accurate Network Services Inc. is an Alberta-based managed service provider focused on common sense, practical IT solutions for small and medium-sized businesses. We’ve been in business since 2008, growing from a one-man-shop run primarily out of the back of a car to the 50+ person company we are today. We care a lot about providing quality service to our customers, and as a result, we have grown almost entirely through word of mouth and referrals.

We would like to thank all applicants for their interest in the opportunity; however, only selected candidates will be contacted for an interview.