[Hiring] Implementation Specialist @SPECTRIO LLC

Role Description

The Implementation Specialist is passionate about the Spectrio products and mission while providing first response to customize and install on-premise equipment for our clients.

• Control point for field-related service activities
• Assigning, controlling, and dispatching service technicians
• Monitor workflow and load to qualified technicians
• Coordination of tech scheduling with clients
• Evaluate and reassign work as needed
• Answer client inquiries via phone and email, provide technical assistance and support to our clients via on-site technicians
• Comprehend and apply technical information, and present technical information to customers in a non-technical manner
• Acquire the information necessary for new installations and hardware configurations
• Perform data entry duties, monitor, operate or coordinate and assist others in the operation of dispatch/installation
• Utilize computer equipment, software and diagnostic tools to perform a broad range of computer operations assignments
• Update supervisor on status of projects or technical issues
• Identify higher level support issues and escalate to appropriate team member/s or department when necessary
• Log all incidents, case updates, and hardware info, into the company's designated support system.
• Perform other duties as assigned

Qualifications

• Bachelor’s degree preferred
• Computer and Customer Service experience required
• Experience working as an Implementation Specialist preferred
• 2+ years of related experience with computers and providing customer service in a call center environment preferred
• Previous CRM (NetSuite, Salesforce, etc.) and ERP experience preferred
• Experience using Google Suite and Microsoft Office
• Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Superior communication and customer service skills
• Attention to detail required
• Must show aptitude and desire to learn new skills on the job
• Ability to follow instructions and procedures, both verbal and written
• Fast learner of new processes, and software tools
• Punctual, accountable, and team focused
• Ability to communicate and explain technical information, details and procedures, in simple, understandable terms to non-technical people
• Computer literate and working knowledge of current Microsoft Operating Systems, and Office software products. Windows 7, 10, Word, Excel, and Outlook
• Working knowledge of basic Networking protocols and hardware, TCP/IP, Ethernet, Wireless, hubs/switches, remote management software
• Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept and manage expectations
• Ability to remain positive and seek solutions during stressful situations, effectively prioritize and execute tasks, as well as adapt to change

Benefits

• Remote Work: We believe great work happens where you feel most inspired, backed by a culture that prioritizes connection, collaboration, and flexibility.
• Company-provided monthly internet allowance included.
• Vacation/Personal Time: Prorated PTO that accrues per pay period after 30 days of employment.
• Paid Sick Leave: All employees accrue up to 40 hours (5 days) of sick time per year.
• Company Paid Holidays: 10 observed holidays per year
• Medical Insurance: Three plan options (Low HSA, Mid, and High Plans)
• Dental Insurance: High and Low PPO plan options
• Vision Insurance
• Basic Life Insurance: $50,000 policy, 100% employer-paid
• Short-Term Disability: 100% employer-paid; covers 60% of weekly salary for up to 26 weeks
• Voluntary Benefits: Optional purchase of Voluntary Life/AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity
• Pet Benefits Plan
• Employee Assistance Program (EAP): Confidential 24/7 support