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Intermedia Intelligent Communications · 2 days ago

Implementation Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Intermedia Intelligent Communications is a leading provider of cloud communications and collaboration technology. The Implementation Specialist role involves providing support and guidance to clients regarding call flow designs and ensuring high-quality customer care, while maintaining strong client relationships.

Cloud Data ServicesEmailIdentity ManagementInformation TechnologySaaSSecuritySmall and Medium BusinessesSoftwareUnified CommunicationsVideo Conferencing

Growth Opportunities

Responsibilities

Ensure client expectations are met and managed to ensure timely, accurate, change request implementations in live environments

Work closely with internal team members to assign and track work required to meet client requests

We are all accountable to actively ensure client relationships are healthy and will communicate with the internal team to share insight and analysis of the relationship

Train clients on all product feature sets

Serve as a call flow subject matter expert in order to help clients design an effective customer experience

Design, Build, Test and Deploy IVR design based on client requirements

Conduct webinar training and occasionally on site sessions

Host kickoff calls to gather requirements and walkthrough project plan steps

Coordinate project activities internally and with the client to completion

Provide post implementation support by addressing client concerns in a timely manner

Timely and accurate information sharing when clients need further clarification on how-to questions

Interact with clients to receive and clarify change requests following internal processes to ensure that information is gathered, stored and shared in a clear, methodical, manner

Ongoing relationship with portfolio of assigned client for change and development requests

Create and document statement of work for feature requests or implementations

Manage escalated issues with urgency to resolution

Troubleshoot issues and identify resources needed to help resolve

Qualification

Call flow designTechnical support experienceProject management skillsCRM experienceCustomer service skillsLearn quicklyTroubleshooting skillsCommunication skills

Required

Bachelor's Degree in related field and a minimum of 2 years' experience in a technical support/client services role within a call center environment

Combination of experience and education may be considered

Good communicator with a natural aptitude for customer service

Quick to learn and able to deal with a wide range of concurrent tasks and requirements

Strong communication skills required to help clients understand, articulate and understand change requests

Experience working with call center metrics and interpreting that information to improve efficiency of processes and/or front-line users

Successful management of project or deliverable timelines

Comfortable in a self-directed environment, but eager to collaborate with dedicated, focused, forward-thinking, team members

Excellent written and verbal/phone communication skills

Willing to learn and develop new skills

Comfort with and ability to manage a remote work environment (ISP, Desktop, Software)

Preferred

Project Management and Business Analyst Skills

Exposure to call flow design principles

Experience working with a ticketing/CRM to keep client records updated

Company

Intermedia Intelligent Communications

Glassdoor4.4

Intermedia is the cloud communications company that helps over 150,000 businesses connect better, from wherever, through our AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more.

Founded in 1993

Sunnyvale, California, USA

1001-5000 employees