Why You’ll Love This Job
The Implementation and Support Specialist will work closely with new, existing, and potential customers to provide technical support for product implementation, from basic to advanced feature/function assistance. This role includes front-line application implementation, feature validation, and troubleshooting with follow-up and resolution, all with a strong focus on customer service. Taking a consultative approach as a trusted and skilled advisor, the Implementation and Support Specialist collaborates with customers strategically to understand business and clinical objectives, determine best practices, and provide recommendations. This approach ensures successful implementation and a high level of customer satisfaction.
Job Duties and Responsibilities
JOB RESPONSIBILITIES:
- Develop and maintain a complete understanding of the client’s product features, issues, forthcoming enhancements, and services.
- Deliver an exceptional onboarding experience to each customer, resulting in rapid implementation and high customer satisfaction.
- Facilitate customer implementations and develop recommendations by employing project management skills to ensure project completion and database setup.
- Collect data from customers as needed to ensure an on-time and successful implementation.
- Work cross functionally to deliver a smooth implementation and transition to account management.
- Provide training both online and onsite.
- Provide technical, product-related assistance to both internal and external customers.
- Coordinate activities with internal resources to resolve issues.
- Travel onsite to customer locations to assist in software product implementation and configuration, as needed.
- Lead customer discovery calls to understand business needs and objectives.
- Assist with validating new functionality and effectively communicate changes to customers.
- Integrate and troubleshoot APIs as part of the product implementation process, working directly with our engineering team.
- Apply critical thinking and problem-solving skills to address customer challenges and optimize solutions.
- Other duties as assigned.
Qualifications
- Advanced PC skills, including proficiency in MS Office applications, specifically Excel and Word.
- Ability to learn technical material quickly.
- Experience with integration methods, such as APIs, EDIs, Automated File Transfers, Webhooks, etc.
- Ability to manage multiple tasks while maintaining organization and timely project completion.
- Detail-oriented with a low error rate.
- Professional appearance and demeanor.
- Strong oral and written communication skills.
- Ensure compliance with all quality standards and certifications where applicable.
- Strong presentation and technical training skills.
- Highly organized with strong attention to detail.
- Project management skills, including initiating, planning, executing, monitoring and controlling, and closing projects.
- Strong critical thinking and problem-solving skills.
- Understanding of business practices and the ability to apply this knowledge to improve customer outcomes.
QUALIFICATIONS:
- Bachelor’s degree in Business Administration, Computer Science, or a related field preferred.
- Minimum of 2 years of experience in a similar role.
- Experience leading customer discovery calls and delivering Proof of Concepts (POCs) is highly desirable.
- All prospective employees must pass a background and drug check.
Type: Full Time (Hourly)
Job ID: 137295