Got it! **Solutions Support Specialist**

Milwaukee, Full time

The Solutions Support Specialist position is responsible for direct and indirect customer service, training, development of curriculum and product documentation, attendance at conferences and exhibitions, assistance with sales and marketing and additional responsibilities as assigned. ****The Job:**** ***Customer Support***

Provide telephone, email, and web-based (and potentially other format), support services to customers. This includes, but is not limited to, walking customers through problems, interpreting client concerns, working with the other Solutions Support Team members or Solutions Consultants to analyze problems, troubleshoot issues, and identify inconsistencies.

***Training***

The Solutions Support Specialist is responsible for ensuring that each user of Provide Enterprise receives the type of training necessary to allow the user the opportunity to utilize the product to its fullest capacity. The Solutions Support Specialist will conduct trainings in a variety of settings including classroom, small group, individualized, phone conference sessions and Internet or web-based training sessions.

In order for the Solutions Support Specialist to conduct meaningful trainings, s/he will use their knowledge of case management standards of practice, across a variety of disciplines, while displaying how the Provide products support standards of practice. Finally, the Solutions Support Specialist will have a clear operational understanding of products in order to understand how the user interacts with the products, as well as to have the ability to provide support to users.

The Solutions Support Specialist will assist in the development of curriculum and training reference materials to support the user during and after training sessions. This includes working cooperatively with organizations to identify appropriate participants, identify training sites, establish schedule of training sessions, ensure all technical equipment is in place for a successful training, and other ancillary support functions as identified. There is the possibility of 2-5 days of travel per month.

Develop and conduct user document and enhancement trainings for each new release of Provide or PE. This may include in-person trainings and phone conference calls. Coordinate and distribute all support documentation to ensure that enhancements are received and implemented to their fullest capacity by end-users.

**Solutions Industry Standards**

Work to ensure that knowledge levels of industry standards regarding the delivery of medical and social service case management information are current and accurate. This includes but is not limited to standards established by the Case Management Society of America, the National Committee for Quality Assurance, North American Nursing Diagnosis Association, Agency for Health Care Policy and Research, Division of Vocational Rehabilitation, National Association of Social Workers, and other professional organizations.

Utilize the knowledge of industry standards in the day-to-date interactions with customers to assist the customer in evaluating the effective use of Provide or PE in their work environment, to educate the customer on industry standards and why and how Provide or PE support specific standards.

***Sales and Marketing***

Work cooperatively with colleagues during presentations to potential customers regarding the effective use of products, industry standards and general guidelines for the successful implementation of case management.

***Conference and Exhibitions***

Work cooperatively with the team to identify appropriate conferences and exhibitions that support the work of GTI. This includes, but is not limited to trade shows targeting professionals from the medical, social services, government, technical and other related disciplines.

Coordinate GTIs participation in appropriate conferences and exhibitions conducted across the country. Coordination includes establishing overall conference registration, exhibition booth setup and all ancillary services, lodging and travel arrangements, and other tasks associated with conferences and exhibitions.

Provide staff support to all appropriate conferences and exhibitions, by working on the exhibition floor during normal exhibition hours at conferences. This includes conducting demonstrations and providing related information to customers regarding products.

****The Right Fit:**** The Solutions Support Specialist positions required qualifications include a degree in Social Services (MSW preferred) or the Medical fields with at least three (3) years of experience in the direct delivery of Solutions. In order for the Solutions Support Specialist to conduct meaningful trainings, s/he should be professionally versed in Solutions standards of care across a variety of disciplines. The Solutions Support Specialist will also be versed in a variety of software packages, including the Microsoft Suite of Products.

Our preferred Solutions Support Specialist will have the required health and/or human services experience coupled with:

*Reporting and Analysis using Crystal Reports

*SQL Server Management

*SQL Query Development

*Social Service Policy and Procedure Development and Implementation

*Social Service Grant Writing and Application

*Social Service Management