Spok · 5 hours ago

Technical Implementation Consultant (Messenger) - Remote (24-104)

USA

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Review integration requirements of a customer implementation and suggest modifications needed to deliver reliable functionality and communication

Discuss integration with customer and provide guidance as needed to ensure appropriate configuration settings and information exchange

Independently install and configure all Spok products supported, including server and client components; assist less experienced technicians when needed

Work with customer vendors, partners, and on-site technicians to resolve issues as it relates to Spok software; troubleshoot, test possible solutions and escalate when necessary

Diagnose and troubleshoot product issues with client employees, customers and vendors and assist with problem resolution

Provide proactive resolutions to developing problems and suggest modifications that may result in a permanent fix to a problem; prioritize in dynamic environment and meet deadlines

Maintain familiarity with current and previous versions of all products, procedures and processes and technology by participating in training sessions offered

Provide customer training on all Company applications as needed

Manage customer relationships; communicate and behave in a client-focused manner

Deliver customer support and service in a professional manner by proactively contacting customers, responding in a timely and respectful manner to requests, and ensuring the project meets the customer’s requirements and deadlines, and providing critical details to customers when necessary

Listen and communicate information in a professional manner to a diverse customer base, vendors, and internal departments at all skill levels both verbally and in writing

Participate in customer conference calls; facilitate and conduct customer conference calls

Consistently provide appropriate updates to Project Managers and customers

Maintain existing processes, standards, and upgrade documentation; create new documentation as necessary

Follow implementation standards, project plans and related documentation to ensure a high level of success during the implementation process

Evaluate and report project outcomes, customer satisfaction and customer concerns

Report project status, schedules, issues, resolutions, and completions to necessary parties

Provide accurate accounting of billable time, expenses, and ensure forecast accuracy for close purposes

Complete timesheets on a weekly basis

Qualification

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