Technical Implementation Specialist

MCCi

About The Position

The Technical Implementation Specialist guides government organizations through implementation and ongoing use of JustMeetings. This customer-facing role leads implementations from discovery through go-live, configures solutions to fit customers’ legislative and meeting processes, trains users, and provides responsive technical support. The specialist serves as a trusted partner to clerks, administrators, IT teams, council members, and other stakeholders as they manage agendas, meetings, voting, minutes, livestreaming, public transparency, and records access. The role collaborates with Support, Product, Development, QA, and Customer Success. Occasional after-hours support may be required for live meetings, publishing deadlines, voting sessions, or other critical governance events. Travel is estimated at less than 30% and may include onsite training, implementation support, team meetings, client engagements, conferences, or training events.

Requirements

Associate degree in Information Technology, Business Administration, Public Administration, Communications, or a related field, or equivalent work experience.
At least two years of software support, technical support, implementation, or customer-facing technology experience.
Experience supporting and configuring SaaS applications and assisting end users.
Experience conducting customer training and software onboarding.
Strong customer service, written and verbal communication, documentation, and organizational skills.
Excellent analytical, troubleshooting, and problem-solving abilities.
Ability to manage multiple implementations and support priorities simultaneously.
Ability to explain technical concepts clearly to technical and non-technical audiences.
Working knowledge of Microsoft Windows, Microsoft 365, modern web technologies, browser troubleshooting, authentication, SSO, and identity management concepts.
Ability to configure user roles, permissions, templates, workflows, and application settings.

Responsibilities

Lead new-customer implementations from discovery through go-live, defining scope, milestones, responsibilities, dependencies, risks, and success criteria.
Conduct discovery sessions with clerks, administrators, IT staff, and other stakeholders to understand legislative processes, approval paths, publishing requirements, security needs, and desired outcomes.
Translate customer requirements into practical system designs and configure meeting types, agenda workflows, item routing, voting processes, templates, user roles, permissions, notifications, public portals, and related settings.
Advise customers on best practices for agenda preparation, meeting administration, voting, minutes, records access, and public transparency.
Coordinate data migration, configuration reviews, system validation, user acceptance testing, issue remediation, launch readiness, and go-live support.
Deliver role-based onboarding and training through demonstrations, guided practice, and customer-specific scenarios; conduct post-implementation reviews to reinforce adoption.
Create and maintain implementation records, configuration documentation, training materials, process guides, and knowledge base content.
Diagnose and resolve issues involving agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, accounts, permissions, authentication, browser compatibility, and application configuration.
Support livestreaming and video workflows, including recording, publishing, indexing, archiving, and playback.
Document troubleshooting steps, customer communications, decisions, and resolutions; escalate software defects, integration failures, and infrastructure concerns with clear reproduction details and business impact.
Partner with Product, Development, QA, Customer Success, and Support to resolve complex issues, share customer feedback, and improve implementation and support standards.