Client Support Specialist

Purpose
Implementation Specialists are a part of our Client Onboarding team which focuses on delivering a smooth and easy starting experience to new clients. This role is both internal and external facing and responsible for integration, implementation, testing and training on our software within a 3rd party partnering software. You will be remotely assisting with all hardware and software provided by client's Integrated as well as our solutions and services during and immediately following the implementation process. An Implementation Specialist is expected to understand computer and network functions enough to be able to identify and resolve complications that arise during configuration and testing.
Essential Duties

• Integrate and implement software solutions, hardware and services for new client accounts
• Remotely install client's Integrated hardware and software
• Setup and configure integrated hardware
• Enter client processing account credentials into partner software
• Configure integration with partner software
• Test and confirm ability to perform all integrated features
• Train clients on how to use integrated features and client's Integrated reporting tools
• Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; update account statuses as needed
• Provide customized training on standalone hardware and client's online portals
• Provide custom tailored training to clients on use and best practices for online virtual terminal, credit card and ACH reporting, payment requests, and user creation based on their business needs
• Provide detailed training on integrated business analytics tools
• Train clients on setup, use and function of non-integrated, standalone EMV devices
• Client F1rst with a servant mentality
• Approach every client interaction with the client's specific needs in mind
• Provide every client with a 'White Glove' experience by helping them feel and understand our passion for their success
• Help our clients understand the value, not just the function, of our software, solutions, and services
• Understand our clients business timelines, monitoring their account, and following through with our clients as they pass their important onboarding milestones
• Receive and accept client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client Communication and Collaboration
• Frequently collaborate with partners and internal development teams to improve documentation, processes and resolve client concerns
• Utilize gmail to respond to client email request
• Utilize Google Meetings to interact with clients and provide group trainings
• Utilize other G Suite services to communicate with internal teams
• Understand and adhere to PCI process and procedure
• Perform the necessary level of data verification for client interactions
• Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions

Post Implementation Responsibilities

• Follow-up with clients on their go-live date to confirm successful processing.
• Provide additional training or configuration as necessary
• Facilitate communication between the client and appropriate parties for questions or requests as necessary

Knowledge growth

• Add and research entries into the company knowledge base
• Crosstrain within department roles to be a backup resource when needed
• Research and learn new client's Integrated products, integrations, and partner products
• Other duties as Assigned by Supervisor/Manager
• Regular attendance and compliance within the schedule assigned

Required Qualifications

• 2-3 years of Implementations experience (or equivalent in technical support and client success)
• Strong client service and professional skills over the phone
• Have a servant mentality and be able to put the needs of the client first
• The ability to communicate effectively in both written and verbal formats
• Multitasking capabilities and strong attention to detail
• Excellent logic, reasoning and decision making skills
• Ability to quickly learn and adapt to changing technology
• Ability to work under pressure, in a team environment
• Ability to troubleshoot Windows and Apple based Operating Systems
• Understanding of high level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)
• Understanding of home/ business networks (wire and wireless) using multiple network technologies and consumer/business peripherals, such as switches, routers, modems, printers, etc.
• Understanding of networking technologies TCP/IP, DNS, and firewalls
• Understanding of internet connectivity using cable, DSL, satellite, dial-up
• Understand Terminal Services, their functions/limitations, and how to configure software and hardware in that environment

Preferred Qualifications

• Previous experience with SalesForce, Confluence, and G Suite
• Understand the concepts around load balanced servers and distributed computing
• Understand the concepts around Virtual Machines, how they are used and how setup varies when using a virtual machine

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.