Technical Implementation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the implementation process for new customers from initial discovery through to go-live.

• Establish the scope of the implementation, including milestones, responsibilities, dependencies, risks, and criteria for success.

• Facilitate discovery sessions involving clerks, administrators, IT personnel, and other relevant stakeholders.

• Convert customer requirements into system designs and set up meeting types, agenda workflows, item routing, voting procedures, templates, user roles, permissions, notifications, public portals, and associated settings.

• Provide guidance to customers regarding agenda preparation, meeting management, voting, minutes, records access, and public transparency.

• Manage data migration, configuration assessments, system validation, user acceptance testing, issue resolution, launch readiness, and support during go-live.

• Conduct role-specific onboarding and training through demonstrations, guided practice, and scenarios tailored to the customer.

• Perform post-implementation reviews to encourage adoption.

• Create and update implementation records, configuration documentation, training materials, process guides, and content for the knowledge base.

• Identify and resolve issues related to agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, account management, permissions, authentication, browser compatibility, and application configuration.

• Support livestreaming and video processes, which include recording, publishing, indexing, archiving, and playback.

• Maintain documentation of troubleshooting steps, customer interactions, decisions made, and resolutions achieved.

• Raise issues regarding software defects, integration failures, and infrastructure concerns, including reproduction details and business impact.

• Collaborate with Product, Development, QA, Customer Success, and Support teams to address complex issues, communicate customer feedback, and enhance implementation and support standards.

⛳️ Requirements

• An associate degree in Information Technology, Business Administration, Public Administration, Communications, or a related discipline, or equivalent professional experience.

• A minimum of two years of experience in software support, technical support, implementation, or customer-facing technology roles.

• Familiarity with supporting and configuring SaaS applications and assisting end users.

• Experience in conducting customer training and onboarding for software.

• Strong skills in customer service, written and verbal communication, documentation, and organization.

• Excellent analytical, troubleshooting, and problem-solving skills.

• Capability to manage multiple implementations and support priorities at the same time.

• Ability to articulate technical concepts clearly to both technical and non-technical audiences.

• Proficient knowledge of Microsoft Windows, Microsoft 365, modern web technologies, browser troubleshooting, authentication, SSO, and identity management principles.

• Ability to configure user roles, permissions, templates, workflows, and application settings.

• Travel requirements are estimated to be less than 30%.

• Willingness to provide occasional after-hours support for live meetings, publishing deadlines, voting sessions, or other significant governance events.

🏝️ Benefits

• Opportunity for remote work with a commitment to including 100% of remote team members.

• A comfortable dress code environment.

• A collaborative team culture that encourages webcam use, relationship building, and recognition of peers.

• An inclusive workplace that values diversity.

• Equal opportunity employment.