Implementation Specialist

Spectrio • Tampa, FL

8d • Remote

About The Position

The Implementation Specialist is passionate about the Spectrio products and mission while providing first response to customize and install on-premise equipment for our clients. Responsibilities include: Control point for field-related service activities Assigning, controlling, and dispatching service technicians Monitor workflow and load to qualified technicians Coordination of tech scheduling with clients Evaluate and reassign work as needed Answer client inquiries via phone and email, provide technical assistance and support to our clients via on-site technicians Comprehend and apply technical information, and present technical information to customers in a non-technical manner Acquire the information necessary for new installations and hardware configurations Perform data entry duties, monitor, operate or coordinate and assist others in the operation of dispatch/installation Utilize computer equipment, software and diagnostic tools to perform a broad range of computer operations assignments Update supervisor on status of projects or technical issues Identify higher level support issues and escalate to appropriate team member/s or department when necessary Log all incidents, case updates, and hardware info, into the company's designated support system. Perform other duties as assigned

Requirements

• Bachelor’s degree preferred
• Computer and Customer Service experience required
• Experience working as an Implementation Specialist preferred
• 2+ years of related experience with computers and providing customer service in a call center environment preferred
• Previous CRM (NetSuite, Salesforce, etc.) and ERP experience preferred
• Experience using Google Suite and Microsoft Office
• Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Superior communication and customer service skills
• Attention to detail required
• Must show aptitude and desire to learn new skills on the job
• Ability to follow instructions and procedures, both verbal and written
• Fast learner of new processes, and software tools
• Punctual, accountable, and team focused
• Ability to communicate and explain technical information, details and procedures, in simple, understandable terms to non-technical people
• Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment
• Computer literate and working knowledge of current Microsoft Operating Systems, and Office software products. Windows 7, 10, Word, Excel, and Outlook
• Working knowledge of basic Networking protocols and hardware, TCP/IP, Ethernet, Wireless, hubs/switches, remote management software
• Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept and manage expectations
• Ability to remain positive and seek solutions during stressful situations, effectively prioritize and execute tasks, as well as adapt to change

Responsibilities

• Control point for field-related service activities
• Assigning, controlling, and dispatching service technicians
• Monitor workflow and load to qualified technicians
• Coordination of tech scheduling with clients
• Evaluate and reassign work as needed
• Answer client inquiries via phone and email, provide technical assistance and support to our clients via on-site technicians
• Comprehend and apply technical information, and present technical information to customers in a non-technical manner
• Acquire the information necessary for new installations and hardware configurations
• Perform data entry duties, monitor, operate or coordinate and assist others in the operation of dispatch/installation
• Utilize computer equipment, software and diagnostic tools to perform a broad range of computer operations assignments
• Update supervisor on status of projects or technical issues
• Identify higher level support issues and escalate to appropriate team member/s or department when necessary
• Log all incidents, case updates, and hardware info, into the company's designated support system.
• Perform other duties as assigned

Benefits

• Remote Work
• Company-provided monthly internet allowance
• Prorated PTO that accrues per pay period after 30 days of employment
• 15 days per year (for < 3 Years of Service)
• 17 days per year (for 3-5 Years of Service)
• 20 days per year (for 5+ Years of Service)
• All employees accrue up to 40 hours (5 days) of sick time per year
• 10 observed holidays per year
• Medical Insurance (Three plan options)
• Dental Insurance (High and Low PPO plan options)
• Vision Insurance
• Basic Life Insurance ($50,000 policy, 100% employer-paid)
• Short-Term Disability (100% employer-paid)
• Voluntary Benefits (Optional purchase of Voluntary Life/AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity)
• Pet Benefits Plan
• Employee Assistance Program (EAP)
• Paid Parental Leave
• 401k
• HSA
• FSA
• Dependent Care FSA
• Long Term Disability
• Life Insurance
• Education Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level