SUMMARY
The Technical Implementation Specialist is the subject matter expert for all Technical aspects of our Implementation systems, platforms, and processes. This includes project spin-up, CMS configuration, technical integrations with other systems, website deployment (domain management, registrar configuration and management), and redirect management using various G5 tooling and applying industry best practices.Technical Implementation Specialists will communicate directly with G5 customers to provide subject matter expertise on technical implementation issues.
This communication will be managed by G5 project, account, or support teams, as needed.This role stakes ownership of technical issues impacting implementation efforts. Technical Implementation Specialists diagnose, troubleshoot, and submit tickets for technical issues that arise in the department’s day-to-day operation. The TIS team works closely with other implementation teams, including Website Implementation Specialists, to understand issues impacting efficiency and G5’s ability to accommodate design and functionality requests. The TIS team members act as a liaison between G5 Product and Engineering to report, track, and identify mitigation opportunities for these issues.
PRIMARY RESPONSIBILITIES
- Assist in client-based communications with technical knowledge and expertise to alleviate confusion and offer solutions to improve client interactions
- Support Implementation projects by building customer websites, as needed
- Setup and troubleshoot Pricing & Availability integrations using a SOAP & Rest client such as Boomerang or Postman
- Work with Project Managers and Clients to configure website DNS records via the client’s domain registrar
- High level of knowledge supporting all of G5’s verticals, including but not limited to Multifamily, Self-Storage, and Senior Living
- Support the Professional Services department in implementing Enhancement projects
- Support the Website Implementation Specialist team in setting up and troubleshooting the proprietary services within G5’s Platform
- Identify areas for improvement on individual applications, or how applications interact with each other
- Maintains an understanding and proficiency of the technical aspects of each vertical
- Submit enhancement and new tooling requests to help improve G5’s platform
- Report issues that arise with detailed reproduction steps and impact to clients
- Scope out and create tooling that help provide efficiencies to the team using Javascript
- Create and maintain documentation for G5s standard platform and service setup, troubleshooting, and best practices for the Website Implementation Specialist team to follow
- Be a point-of-contact for Website Registrar and Domain Management issues to assist the Project Management team in error-free launches
- Utilizing an in-depth technical skill set and knowledge of the G5 platforms to aid in diagnosing and troubleshooting issues
- Escalating issues to the required team or department and tracking them through to resolution
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Strong organizational and time management skills
- General business skills, industry knowledge, long-term vision
- Ability to identify, address, and resolve client related issues
- Decisions made reflect attention to the pros and cons of the outcome
- Excellent skills in communicating ideas both verbally and in written form in a clear, concise, and professional manner
- Ability to communicate effectively with clients and co-workers in an organized, professional manner
- Ability to establish and maintain effective working relationships with employees, and clients
- Ability to design, document, and implement process improvements
- Ability to adhere to both company and departmental standards and best practices
- Highly enthusiastic, positive-minded, customer-focused, service-orientated
- Working knowledge of HTML/CSS, Javascript, and an awareness of how a database works
- Exemplify the RealPage Values
- Must have experience with G5 CMS and Systems
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
- Bachelor's degree in Business Administration, Computer Science, Web Design, Management Information System or equivalent experience
- 2-3 years of experience in the field or in a related area and 1 year of G5 experience
- Attention to detail and a desire to satisfy the client. In addition, it is critical that a candidate for this position have a commitment to an extremely high level of quality in their own work and others
- The ability to prioritize based on company and departmental directives and the motivation to follow-through and finish projects based on those priorities is a must
- Must be organized, have good written and verbal communication skills, good time management skills, and a good working knowledge of computer applications including Microsoft Office, Photoshop, HTML, CSS, Javascript, Relational Databases, and SOAP/REST.
