Implementation Specialist

Purpose

The Implementation Specialist plays a key role in ensuring a smooth onboarding experience for new clients. This position involves both client-facing and internal responsibilities, focusing on software integration, implementation, testing, and training. You will remotely assist with setting up and troubleshooting both hardware and software provided by client Integrated, ensuring seamless integration with third-party partner software. A solid understanding of computer networks and system configurations is essential for diagnosing and resolving technical issues during setup.

Essential Duties & Responsibilities

1. Software & Hardware Implementation

• Install and configure clients Integrated hardware and software remotely.
• Set up and integrate hardware with partner software.
• Enter client processing account credentials into partner software.
• Configure software integrations and test all integrated features.
• Provide training to clients on using integrated features and reporting tools.
• Maintain detailed documentation of client interactions and update account statuses.

2. Client Training & Support

• Deliver customized training sessions on standalone hardware and client's online portals.
• Provide guidance on best practices for online payment processing, credit card / ACH reporting, payment requests, and user management.
• Train clients on integrated business analytics tools.
• Educate clients on the setup, use, and functionality of standalone EMV devices.

3. Client-Focused Support & Engagement

• Approach every client interaction with a customer-first mindset, ensuring a seamless experience.
• Deliver a ‘White Glove’ onboarding experience, emphasizing the value of client's software and services.
• Monitor client progress through onboarding milestones and follow up accordingly.
• Collect and relay client feedback to improve the onboarding process.

4. Communication & Collaboration

• Work closely with partners and internal development teams to enhance documentation and processes.
• Use Gmail to respond to client inquiries and Google Meetings to conduct training sessions.
• Utilize Google Suite tools to collaborate with internal teams.

5. Compliance & Security (PCI Standards)

• Verify client data according to PCI security standards.
• Understand basic PCI compliance requirements and assist clients with related questions.

6. Post-Implementation Support

• Follow up with clients on their go-live date to ensure successful processing.
• Provide additional training or configuration as needed.
• Facilitate communication between clients and relevant internal teams for issue resolution.

7. Continuous Learning & Development

• Contribute to and research company knowledge base entries.
• Crosstrain within the department to serve as a backup resource when needed.
• Stay updated on new client's Integrated products and industry trends.

Required Qualifications

• Experience : 2-3 years in implementation, technical support, or client success roles.
• Technical Skills : Ability to troubleshoot Windows and Apple operating systems.
• Knowledge of Terminal Services, Cloud-Based Software, and SaaS applications.
• Understanding of business / home networks, including wired and wireless connections.
• Familiarity with networking technologies such as TCP / IP, DNS, and firewalls.
• Awareness of internet connectivity methods (cable, DSL, satellite, dial-up).
• Soft Skills : Strong customer service skills with a professional phone demeanor.
• Excellent verbal and written communication.
• Ability to multitask and pay close attention to detail.
• Strong problem-solving and decision-making abilities.
• Adaptability to rapidly changing technology.
• Ability to work under pressure and in a team environment.

Preferred Qualifications

• Experience with Salesforce, Confluence, and Google Suite.
• Understanding of load-balanced servers and distributed computing.
• Familiarity with Virtual Machines (VMs) and their configurations.