Technical Support and Implementation Specialist
Technical Support and Implementation Specialist
POSITION DESCRIPTION:
Reporting to the Manager, Operations, the Connexall Technical Support and Implementation Specialist is a primary technical resource for our customers and our sales team and resellers. You are an individual that is hands-on, proactive, and able to function in a highly independent manner. You are able to articulate
technology and product positioning to both business and technical users. You actively collaborate in the planning, design, implementation and troubleshooting efforts of our resellers and/or customers and are able to liaise with our developers, project managers and other technical resources. You have a keen interest in innovative and creative uses of technology, a proven aptitude for troubleshooting complex solutions and a commitment to ensuring customer satisfaction. Your sense of humor will assist you in quickly integrating with our dynamic Connexall Technical Team.
JOB DESCRIPTION:
PRIMARY RESPONSIBILITIES
- Application implementation from concept to implementation providing overall technical vision, strategy and leadership for design, while overseeing the technical implementation as needed
- Customer Support, including application troubleshooting and problem resolution
INTERACTIONS
- This position requires close cooperation with many diverse groups, including internal sales teams, resellers, technical and R&D teams and customers – both technical and non-technical
- Exceptional interpersonal skills and a strong customer service orientation with a focus on rapport-building, listening and customer interviewing skills
SKILLS AND ABILITIES COMPLEXITY
- With general oversight, expected to take projects from concept to successful completion, seeking guidance as required
- Strong knowledge of information gathering, planning and organizing methods and principles
- Able to conduct research into a wide range of computing issues as required and to quickly absorb and retain complex technical information
- Responsible, Detail Oriented and Responsive
LANGUAGE SKILLS
- Exceptional written and oral communication skills with the ability to write business correspondence, create procedural documentation and develop the technical responses to requests for proposals and information
ESSENTIAL DUTIES AND RESPONSIBILITIES
Technical Support (50%)
- Provide phone and email support to resellers and customers and resolve software problems
- Maintain detailed documentation on all customer interactions and product issues using designated tracking tools, per company policies and procedures.
Project Implementation (35%)
- Actively Follow Through with Customers to Implement Software
- Assist users and vendors in system installations, setup, and customer configurations.
- Set appointments and coordinate follow up actions to endure systems are successfully implemented
- Follow up and assist our customers and vendors to help them successfully implement our software solutions
Training (15%)
- Provide pre and post-sales support via training, demos and online support, training sales and technical peers in customer specific applications and in the use of our products
EDUCATION AND WORK EXPERIENCE:
- A Bachelor’s Degree in a computer related field or engineering equivalent background.
- Three to five years experience in technical support, with specific experience in working with technology and telecommunications software and systems.
- Desired: Experience with Help Desk or Customer Service in software support Experience in Healthcare an asset.
WORK CONDITIONS
- Occasional evening and weekend work to meet deadlines and to cover on-call.; willing to travel as required (Avg. 15-30%)