Overview of Role: The Implementation Specialist supports Unboxed clients in the installation and use of the company’s AI-driven learning products (Spoke, Coach and Mentor). The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests and troubleshooting technical issues.
Specific Responsibilities include:
Product Implementation Support:
· Working closely with account managers and sales team to assist with the onboarding of new clients.
· Assisting external clients in the implementation & optimization of Unboxed products.
· Defining and executing on implementation plans and post-implementation product-based projects.
· Testing and troubleshooting final system setups prior to go-live.
· Providing training and end-user support during and after the implementation process.
· Reviewing and responding to all user requests for assistance with Unboxed products within SLA parameters.
Client Support:
· Acting as a subject matter expert on all Unboxed software products.
· Asking questions and testing software to recreate issues identified by users.
· Testing software on multiple browsers and devices to recreate user errors.
· Providing initial troubleshooting for any identified errors or bugs.
· Creating and distributing scheduled and ad hoc reports.
· Creating client facing documentation to assist clients – how to, FAQs, etc.
Product Development Support
· Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.
· Providing detailed reports to Product Managers around common issues concerning their products.
· Uploading files and basic information into Unboxed software as necessary.
Requirements
· Exceptional verbal, written communication, and interpersonal skills
· Acute attention to detail
· Self-starter; ability to be comfortable with ambiguity and demonstrate flexibility
· Ability to analyze complex problems and creatively formulate workable solutions
· Proficiency with Microsoft Office Suite
· Some software background and/or product innovation experience a plus
· SQL experience a plus
Qualifications:
· A bachelor’s degree is preferred OR 4 years equivalent and relevant experience
· 2-4 years of related experience, helpdesk or customer service experience preferred
Benefits
Cool Perks:
