**Location: Glastonbury, CT | USA**

**Department: Operations**

**Reports to: Director of Information Technology**

Posted: May 14, 2020 **IT: Implementation and Support Specialist**

**Position Overview**

Reporting to the Director of Information Technology, the Implementation and Support Specialist has dual responsibilities of ensuring that clients have positive experience implementing our services and technology while satisfying the customers with outstanding technical assistance, support and advise on a timely basis as per agreed upon service level agreements (SLA).

The Implementation and Support Specialist use their technical knowledge to install, monitor and customize systems for clients after the initial purchase. This role is responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities while ensuring that end users are completely satisfied and successfully adopt the new systems to integrate with their day-to-day operations. They will ensure that a client doesnt just buy their companys product, but has a positive experience with it, by providing technical assistance, support and advice to customers and users.

This person will be the key accountable person driving communication on technical point of view between all internal departments, external customers, clients and strategic partners. This position is also responsible for providing outstanding customer service to ensure an NPS score to exceed iTi standards or customer requested standards.

Another critical function of this role is to create and maintain the iTi Experience for our clients, vendors, employees and partners. This person needs to model and act in accordance with iTis mission, vision and core values and drive them across all the stakeholders they interact with at any given time.

**The following key accountabilities ensure the critical success of this position:**

* **60% Coordinate with iTi sales and customer teams to ensure that all Service Level Agreements (SLA) are understood and implemented to ensure new high customer satisfaction and adoption**

Initiate implementation process by successfully taking over responsibilities from iTi sales associate and become the key point of contact for the customer for implementation

Be accountable for creating project management timeline based on SLAs and execute within budget

Responsible for ongoing communication with the client, documenting their unique priorities, needs and desires and ensure that they are delivered within budget and promised timeline

Ensure that all equipment is assembled and tested to meet customers unique requirements

Deliver the equipment (VRI, OPI and any other hardware) to the customer site as promised and meet all delivery schedules

Demonstrate and train all customer personnel and end users such that they are proficient in using all aspects of the equipment and iTi services

Ensure all final installations are thoroughly implemented, verified, tested and transferred ownership to clients staff as required

Obtain client sign-off after installation, demonstration, training and equipment hand-off to clients staff

* **20% Ensure that all post sale installation support functions are performed at highest standards to ensure clients staff satisfaction and enhance iTis reputation**

Be the first point of contact (phone, email, or any other way customer contacts iTi) for customers and provide technical assistance, support and advise on a broad range of issues that customers face

Ensure excellent knowledge and capability to interpret and solve problems efficiently

Utilize superior communication skills to earn clients trust while resolving customer queries, recommending solutions, and guiding them through various features and benefits when required

Be proficient with mobile device management and utilize it effectively to manage customer solutions.

* **20% Facilitate internal and external resources to ensure cost effective solutions to iTi and/or iTi customers while supporting and training all internal departments**

Gather ongoing feedback from new and existing clients and sharing with sales, operations and leadership team

Become a knowledge resource for all sales personal so that they can leverage your expertise in closing deals

Coordinate with finance to ensure all the software and hardware costs are optimized; ensure that all POs are accurate and complete before equipment delivery and training

Design, deliver and update training manuals and materials on an ongoing basis to ensure internal teams and clients are receiving the latest training.

**Professional Qualifications and Experience:**

* Associate Degree / bachelors degree in Information Technology

* 3 to 5 years of related work experience in equipment installation and support functions

* Strong organizational, prioritization and project management skills (2-3 years)

* Outstanding customer service and post sale support skills

* Strong work ethic and high level of energy.

* Demonstrate accountability, personal integrity, organizational skills and proactive positive attitude while executing ongoing tasks.

* Excellent problem solver with an ability to multitask in a customers facilities

* Ability to work quickly and efficiently, multi-tasker and a resilient planner.

* Ability to communicate clearly and concisely, both orally and in writing.

* Ability to develop effective relationships with diverse group of linguists.

* Proficiency in Microsoft Office 365 including Word, Excel, PowerPoint, Outlook and Sharepoint.

* Zoho Suite

**Languages**

Fluent in written and spoken English.

iTi is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V