Technical Implementation Specialist

MitratechMexico

Hace 1 día

Descripción del trabajo

Overview

The Technical Implementation Specialist consults with partners to identify product goals, timelines, set appropriate expectations, and advise clients regarding new products and special customized solutions. The Technical Implementation Specialist also configures the site setup, working with product and engineering teams as needed to drive successful configuration and adoption of customized solutions.

Responsibilities

Lead multiple deployments at a time, ranging from relatively simple to highly complex
Conduct operational reviews to learn about each customer’s critical workflows and operational processes
Responsible for clients’ onboarding / training process using the implementation project plan / online tools
Configure software to best support each customer’s operational needs; find and implement creative workarounds where required
Collaborate with the Product and Design teams on the design and requirements for product enhancements driven by your customers’ needs
Explain the project goals and milestones throughout the implementation process
Accurately and succinctly document client configuration in Confluence
Serve as the liaison for the technical solution as outlined by the Solution Architect and the Customer stakeholders
Support clients in setting up API, SSO, and resolving data issues
Review Cloud logs for errors, successes, and identify issues that may arise
Other role-related duties as assigned

Core Competencies

Fostering Teamwork : As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together

Building Collaborative Relationships : The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support

Analytical Thinking : The ability to tackle a problem by using a logical, systematic, sequential approach

Initiative : Identifying what needs to be done and doing it before being asked or before the situation requires it

Conceptual Thinking : The ability to find effective solutions by taking a holistic, abstract, or theoretical perspective

Managing Performance : The ability to take responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly

Technical Expertise : The ability to demonstrate depth of knowledge and skill in a technical area

Managing Change : The ability to demonstrate support for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully succeed with organizational change

Experience, Skills, Abilities, Education, And Certifications

2+ years of experience in a contact center or customer support role

Excellent customer support skills to include all of the following :

Effective verbal and written communication on the phone and in writing

Demonstrated empathy & patience with others

Capable of understanding the information needed from others to effectively resolve their issues & needs

Proficient in using Salesforce, Jira, and Postman

Capable of learning and effectively using new technology

Advanced Microsoft Excel skills

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

Seniority level

Entry level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Software Development

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Technical Specialist • Mexico