Implementation Specialist

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Serve as the initial point of contact to customize and set up on-premise equipment for clients.

• Oversee service activities related to the field.

• Assign, manage, and dispatch service technicians as needed.

• Monitor technician workload and workflow efficiency.

• Coordinate technician schedules with clients effectively.

• Assess and reassign tasks as necessary.

• Respond to client inquiries via phone and email.

• Deliver technical assistance and support through on-site technicians.

• Understand and convey technical information to customers in layman's terms.

• Collect information required for new installations and hardware setups.

• Conduct data entry and oversee, operate, coordinate, or assist with dispatch and installation operations.

• Utilize computer equipment, software, and diagnostic tools for operational assignments.

• Provide status updates to supervisors regarding projects and technical matters.

• Identify advanced support issues and escalate them to the relevant team members or departments.

• Document incidents, case updates, and hardware details in the designated support system.

• Perform additional duties as assigned.

⛳️ Requirements

• A bachelor's degree is preferred.

• Experience in computer and customer service is required.

• At least 2 years of related experience with computers and customer service in a call center environment is preferred.

• Prior experience as an Implementation Specialist is preferred.

• Experience with CRM systems (such as NetSuite, Salesforce, etc.) and ERP systems is preferred.

• Familiarity with Google Suite and Microsoft Office is essential.

• Proficiency in current Microsoft operating systems and Office software, including Windows 7, Windows 10, Word, Excel, and Outlook.

• Basic understanding of networking protocols and hardware, including TCP/IP, Ethernet, wireless technology, hubs/switches, and remote management software.

• Ability to multitask, prioritize, and work independently or as part of a team in a dynamic environment.

• Strong analytical and problem-solving abilities.

• Excellent organizational and time management skills.

• Outstanding communication and customer service capabilities.

• Keen attention to detail.

• A strong desire and aptitude for learning new skills on the job.

• Ability to follow both verbal and written instructions and procedures.

• Quick adaptability to new processes and software tools.

• Punctual, accountable, and focused on teamwork.

• Capacity to explain technical information clearly to non-technical individuals.

• Skill in managing relationships with customers and coworkers, responding promptly to inquiries, and meeting expectations.

• Ability to maintain a positive attitude and seek solutions in stressful situations, prioritize tasks, and adapt to changes.

🏝️ Benefits

• Fully remote work opportunity.

• Monthly internet allowance provided by the company.

• Prorated PTO accruing per pay period after 30 days of employment: 15 days/year for less than 3 years of service; 17 days/year for 3–5 years; 20 days/year for over 5 years.

• Paid sick leave of up to 40 hours (5 days) per year.

• 10 company-paid holidays observed each year.

• Medical insurance options, including Low HSA, Mid, and High plans.

• Dental insurance with High and Low PPO options available.

• Vision insurance coverage.

• Basic life insurance policy of $50,000, fully paid by the employer.

• Short-term disability coverage, fully paid by the employer, providing 60% of weekly salary for up to 26 weeks.

• Optional voluntary benefits including life/AD&D, long-term disability, accident, critical illness, and hospital indemnity.

• Pet benefits plan available.

• Employee Assistance Program offering confidential support 24/7.

• Paid parental leave provided.

• 401(k) plan available.

• Health Savings Account (HSA) options.

• Flexible Spending Account (FSA) options.

• Dependent Care FSA options available.

• Education reimbursement offered.