***The salary range for this position is $20 - $25 per hour.***
Our Customer is a leading global, diversified information, services and media company with more than 360 businesses. Its major interests include various financial services, medical information and services businesses, and lastly, ownership in cable television networks such as A&E, HISTORY, Lifetime, and ESPN; 33 television stations; 24 daily and 52 weekly newspapers; digital services businesses; and nearly 250 magazines around the world.
We are seeking an Implementation/Technical Support Coordinator on a contract basis to support their business needs. The Implementation/Technical Support Coordinator is responsible for managing implementations and reporting for relevant Black Book solutions. They serve as the primary contact with third-party implementations and are accountable for delivering business results. Manage and provide implementation instructions to the third-party providers, provide validation on integration and lead delivery, and create reports. This role is a hybrid setup with 2 days onsite and 3 days remote at our Customer’s Lawrenceville, GA location.
What You’ll Do:
Lead and manage implementations, maintaining communication throughout to exceed customer expectations
Provide feedback on improving integration capacities
Ensure a smooth transition to operations post-go-live
Maintain reporting and documentation by internal and customer requirements
Collaborate with customer and operations leadership to ensure all processes are adhered to throughout the implementation process
Provide technical support, onboarding, and training of new and existing customers
Document all customer interactions
Track and bring to resolution escalated cases
Clearly and concisely communicate case resolution to customers and team members
Interact directly with various customer representatives and dealership staff
Work closely with other team members to identify potential issues and risks
Develop knowledge base articles to reduce future support needs
Effectively troubleshoot issues, develop alternative solutions, and write professional communications to affected customers
Advocate continuous improvement methodologies throughout the onboarding process and be responsible for making recommendations on making the process better
Primary support interactions are through email, although some telephone consultation will be necessary
Must Haves:
1 year of relevant experience required
Direct customer-facing and implementation delivery experience
Ability to quickly learn new concepts and technologies
Excellent oral and written communication skills
Possess the ability to motivate and maintain effective working relationships
Ability to rely on experience and judgment to plan and accomplish goals
Basic understanding of APIs (Application Programming Interfaces)
Proficiency in Microsoft Office productivity software
Analytical and problem-solving aptitude
High standards of integrity and accountability
Comfort with data relationships and delivery mechanisms such as flat files, web service APIs, and desktop, mobile, and web software applications is essential
Experience in implementing multi-tier support and onboarding processes, omnichannel support offerings, or knowledge bases and other self-service tools
Automotive industry experience preferred
Skill with data management software and tools preferred
Basic understanding of HTML, CSS, and JavaScript preferred
Experience implementing support tools and process changes within a service organization preferred
Education:
A degree or certification in a related field preferred
Hours & Location:
M-F, 40 hours/week. This role will be a hybrid setup with 2 days onsite and 3 days remote at our Customer’s Lawrenceville, GA location.
Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Please note : In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.