Implementation Specialist

5 days ago

🏈 Alabama – Remote

Although this job is listed in Alabama, this company may be open to hiring remote in other states.

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

+33 more states

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🛠️ Implementation Specialist

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Intermedia Cloud Communications

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Intermedia Cloud Communications is a leading provider of cloud-based communication solutions, specializing in unified communications, video conferencing, and various productivity tools. Their platform, Intermedia Unite, integrates voice, video, chat, and file management into a seamless user experience, enabling businesses to communicate and collaborate effectively from anywhere. With a focus on security and compliance, Intermedia serves a range of industries including healthcare, legal services, and financial services, helping organizations enhance productivity and customer care with advanced technology and support.

Hosted Microsoft Exchange • Hosted PBX • File sharing • Onboarding • Migration

1001 - 5000 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

💰 Venture Round on 2017-02

📋 Description

• Ensure client expectations are met and managed to ensure timely, accurate, change request implementations in live environments • Work closely with internal team members to assign and track work required to meet client requests • We are all accountable to actively ensure client relationships are healthy and will communicate with the internal team to share insight and analysis of the relationship • Train clients on all product feature sets • Serve as a call flow subject matter expert in order to help clients design an effective customer experience • Design, Build, Test and Deploy IVR design based on client requirements • Conduct webinar training and occasionally on site sessions • Host kickoff calls to gather requirements and walkthrough project plan steps • Coordinate project activities internally and with the client to completion • Provide post implementation support by addressing client concerns in a timely manner • Timely and accurate information sharing when clients need further clarification on how-to questions • Interact with clients to receive and clarify change requests following internal processes to ensure that information is gathered, stored and shared in a clear, methodical, manner. • Ongoing relationship with portfolio of assigned client for change and development requests • Create and document statement of work for feature requests or implementations • Manage escalated issues with urgency to resolution • Troubleshoot issues and identify resources needed to help resolve

🎯 Requirements

• Bachelor’s Degree in related field and a minimum of 2 years’ experience in a technical support/client services role within a call center environment • Combination of experience and education may be considered • Good communicator with a natural aptitude for customer service • Quick to learn and able to deal with a wide range of concurrent tasks and requirements • Strong communication skills required to help clients understand, articulate and understand change requests • Experience working with call center metrics and interpreting that information to improve efficiency of processes and/or front-line users • Project Management and Business Analyst Skills preferred • Exposure to call flow design principles • Experience working with a ticketing/CRM to keep client records updated • Successful management of project or deliverable timelines • Comfortable in a self-directed environment, but eager to collaborate with dedicated, focused, forward-thinking, team members • Excellent written and verbal/phone communication skills. • Willing to learn and develop new skills • Comfort with and ability to manage a remote work environment (ISP, Desktop, Software)