What are the responsibilities and job description for the Technical Implementation and Customer Success Associate position at DC Enterprises (iLABS Inc. and Affiliated Companies:)?
As a Technical Implementation and Customer Success Associate at Elements Connect, you will play a vital role in deploying, supporting, and maintaining our SaaS-based workforce management platform and its integrated hardware solutions. You’ll assist clients through software configuration, device installation, system administration, and user training—ensuring a seamless implementation and excellent client experience. This role blends hands-on technical support, managing field installations, SaaS administration, and customer-facing problem-solving in both remote and on-site settings. Ideal candidates will bring a blend of technical acumen, customer-facing communication skills, and strong attention to operational detail.
Please note: this role is on-site and client-facing, with occasional travel as needed
Key Responsibilities
- Support on-site and remote implementation of the Elements Connect solution, including system setup, configuration, and solution monitoring.
- Perform hardware installation and setup and hardware troubleshooting including diagnosing device connectivity, power, or component issues, and coordinating replacements or repairs.
- Perform device configuration, firmware updates, and basic imaging to prepare hardware for deployment.
- Provide technical support for both software and hardware components, escalating complex cases appropriately.
- Manage SaaS administration tasks such as creating and managing user accounts, roles, permissions, configurations, and integration settings.
- Conduct client training sessions (on-site or remote) and maintain up-to-date guides, quick-start manuals, and help documentation.
- Collaborate with client stakeholders throughout the implementation process and participate in client onboarding, go-live readiness, and post-implementation review activities.
- Collaborate with Product, Engineering, and Customer Success teams to communicate recurring issues and recommend process or product improvements.
- Track, document, and close client support cases using internal CRM or ticketing systems.
- Travel to client locations for installations, training, or technical site reviews.
- 1–2 years of experience in technical support, IT field service, or software implementation roles.
- Hands-on experience with SaaS administration including environment setup, configuration, and user management.
- Practical experience with hardware installation, setup, and troubleshooting (tablets, timeclocks, IoT devices, or similar equipment) in B2B, light industrial environments.
- Familiarity with Windows and Linux operating systems, including the ability to run basic command-line utilities for diagnostics and system updates.
- Experience using tools such as Zendesk, Jira Service Management, HubSpot for client support and issue logging.
- Proficiency with remote access or terminal tools (e.g., TeamViewer, Hexode).
- Excellent analytical and communication skills, with the ability to explain technical issues clearly to non-technical audiences.
- Ability and willingness to travel regionally for client visits, installations, and training.
Preferred Qualifications
- Experience supporting SaaS hardware hybrid environments (e.g., workforce management, IoT, or HR tech systems).
- Knowledge of SaaS products, integrated hardware solutions, data, and system configuration concepts.
- Experience with device management, deployment, and/or monitoring tools.
- Comprehensive Health Benefits package (Medical, Dental, Vision, Life, AD&D)
- Competitive 401(k) match with immediate vesting
- Paid time off (Vacation, Sick, Holiday)
- Monthly birthday celebrations other fun activities!
- Daily subsidized meals
Elements Connect is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other characteristic protected by federal, state or local laws. All employment is decided on the basis of qualifications, merit, and business need.
