Description
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:
- Close-knit company culture
- A plethora of snacks and drinks
- Team-building events (virtual and in person)
- Comprehensive benefits package including ample PTO
- Advancement potential
