As a member of the service delivery team, the Software Implementation, Training and Support Specialist will be responsible for being the first point of contact for clients. The specialist guides, assists, coordinates and follows-up with clients in need of assistance with implementation, support and maintenance of all related systems and applications of the company product solutions. Support Specialist are expected to work with end users to diagnose and resolve help desk tickets in a thorough and efficient manner, utilizing internally produced knowledge articles, the internet or seeking advice from peers to help resolve issues. They will escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes. Specialists are expected to resolve 70% or more of incidents at first point of contact, achieve performance goals and increased productivity milestones.
Duties include but not limited to: