Implementation Specialist - HYBRID Richmond VA

Overview of Role: The Implementation Specialist supports Unboxed clients in the installation and use of the company's AI-driven learning products (Spoke, Coach and Mentor). The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests and troubleshooting technical issues.

Specific Responsibilities include:

Product Implementation Support:

• Working closely with account managers and sales team to assist with the onboarding of new clients
• Assisting external clients in the implementation & optimization of Unboxed products
• Defining and executing on implementation plans and post-implementation product-based projects
• Testing and troubleshooting final system setups prior to go-live
• Providing training and end-user support during and after the implementation process
• Reviewing and responding to all user requests for assistance with Unboxed products within SLA parameters
  
  
  

Client Support:

• Acting as a subject matter expert on all Unboxed software products
• Asking questions and testing software to recreate issues identified by users
• Testing software on multiple browsers and devices to recreate user errors
• Providing initial troubleshooting for any identified errors or bugs
• Creating and distributing scheduled and ad hoc reports
• Creating client facing documentation to assist clients - how to, FAQs, etc
  
  
  

Product Development Support

• Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs
• Providing detailed reports to Product Managers around common issues concerning their products
• Uploading files and basic information into Unboxed software as necessary
  
  
  

Requirements

• Exceptional verbal, written communication, and interpersonal skills
• Acute attention to detail
• Self-starter; ability to be comfortable with ambiguity and demonstrate flexibility
• Ability to analyze complex problems and creatively formulate workable solutions
• Proficiency with Microsoft Office Suite
• Some software background and/or product innovation experience a plus
• SQL experience a plus
  
  
  

Qualifications:

• A bachelor's degree is preferred OR 4 years equivalent and relevant experience
• 2-4 years of related experience, helpdesk or customer service experience preferred
  
  
  

Benefits

Cool Perks:

• Close-knit company culture
• A plethora of snacks and drinks
• Team-building events (virtual and in person)
• Comprehensive benefits package including ample PTO
• Advancement potential