What are the responsibilities and job description for the Software Implementation and Support Specialist position at BioTouch?
The Implementation and Support Specialist will work closely with new, existing, and potential customers to provide technical support for product implementation, from basic to advanced feature / function assistance. This role includes front-line application implementation, feature validation, and troubleshooting with follow-up and resolution, all with a strong focus on customer service. Taking a consultative approach as a trusted and skilled advisor, the Implementation and Support Specialist collaborates with customers strategically to understand business and clinical objectives, determine best practices, and provide recommendations. This approach ensures successful implementation and a high level of customer satisfaction.
Responsibilities
JOB RESPONSIBILITIES :
- Develop and maintain a complete understanding of the client’s product features, issues, forthcoming enhancements, and services.
- Deliver an exceptional onboarding experience to each customer, resulting in rapid implementation and high customer satisfaction.
- Facilitate customer implementations and develop recommendations by employing project management skills to ensure project completion and database setup.
- Collect data from customers as needed to ensure an on-time and successful implementation.
- Work cross functionally to deliver a smooth implementation and transition to account management.
- Provide training both online and onsite.
- Provide technical, product-related assistance to both internal and external customers.
- Coordinate activities with internal resources to resolve issues.
- Travel onsite to customer locations to assist in software product implementation and configuration, as needed.
- Lead customer discovery calls to understand business needs and objectives.
- Assist with validating new functionality and effectively communicate changes to customers.
- Integrate and troubleshoot APIs as part of the product implementation process, working directly with our engineering team.
- Apply critical thinking and problem-solving skills to address customer challenges and optimize solutions.
- Other duties as assigned.
Required Skills
QUALIFICATIONS :
