ICC Community Development Solutions is a leader in Content Management Solutions and Business Process Automation. Our highly trained staff develops and determines optimal solutions and implementation, as well as provides support after installation for Laserfiche-branded solutions. ICC CDS offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate a focus in customer service along with software implementation expertise and a keen desire to have a meaningful impact in a values-based, team-oriented business environment.

GENERAL DESCRIPTION OF POSITION:

The primary responsibility of the Implementation Specialist - Laserfiche is to install, configure, and provide remote technical support for Laserfiche content management software for external clients of ICC CDS.

The Implementation Specialist - Laserfiche will work directly with the Project Manager and the Helpdesk Manager, from whom they will be assigned tasks to complete for system deployments, including software installation, configuration, and migrations. The Implementation Specialist - Laserfiche will also monitor ICC CDS’s Laserfiche Helpdesk queue and resolve support requests when not actively working on system deployments.

The ideal candidate has a blend of customer service and software implementation skills, and a passion for ensuring customer success.

ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED:

• Provide frontline customer support via phone and email, resolving technical issues and inquiries in a timely and professional manner.
• Guide customers through the implementation process, ensuring a smooth transition to our software solutions.
• Collaborate with cross-functional teams, including Sales, Operations, and Support, to address customer needs and improve overall product performance.
• Develop a deep understanding of our software products and services to effectively troubleshoot problems and provide accurate solutions to customers.
• Document customer interactions, including issues reported and solutions provided, to maintain a comprehensive knowledge base and improve support processes.
• Proactively identify opportunities to enhance the customer experience and drive customer satisfaction.
• Completes portions of system setup and configuration.
• Provides timely status updates to the project manager.
• Stay current on industry trends and best practices to continuously improve knowledge and skills.

QUALIFICATIONS AND KEY COMPETENCIES:

• Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting and repairing personal computers, servers and related applications in a network environment.
• 3 years of development experience working in information technology projects that deploy 3rd party software products.
• Ability to prioritize activities to align with customer needs and company goals.
• Ability to manage multiple tasks and/or projects simultaneously.
• Time management skills with the ability to meet deadlines.
• Ability to communicate effectively with users at all skill levels.
• Excellent verbal and written communication skills.
• Self-motivated and able to work independently with minimal supervision.
• Personal values that match our corporate values.
• Creative problem-solving skills, including the ability to understand the impact of technical changes and to articulate high-level technical solutions to address customer and business problems.
• Demonstrated ability to work collaboratively in a team environment.
• Understanding of basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT.
• Experience in Microsoft SQL a plus.
• Experience with local governments a plus.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This is an office environment with a moderate noise level. While performing the duties of this job, the employee is regularly required to sit or stand while reading and typing on a computer. The employee may occasionally lift and/or move up to 30 lbs. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work environment and physical demands for remote work status may differ to on-site status.

***ICC Community Development Solutions is an Equal Opportunity Employer

Job Benefits:

Salary is $50,000-60,000 per year
From: General Code Enterprises LLC