Implementation Specialist - HYBRID Richmond VA

Overview of Role: The Implementation Specialist supports Unboxed clients in the installation and use of the company’s AI-driven learning products (Spoke, Coach and Mentor). The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests and troubleshooting technical issues.

Specific Responsibilities include:

Product Implementation Support:

·       Working closely with account managers and sales team to assist with the onboarding of new clients.

·       Assisting external clients in the implementation & optimization of Unboxed products.

·       Defining and executing on implementation plans and post-implementation product-based projects.

·       Testing and troubleshooting final system setups prior to go-live.

·       Providing training and end-user support during and after the implementation process.

·       Reviewing and responding to all user requests for assistance with Unboxed products within SLA parameters.

Client Support:

·       Acting as a subject matter expert on all Unboxed software products.

·       Asking questions and testing software to recreate issues identified by users.

·       Testing software on multiple browsers and devices to recreate user errors.

·       Providing initial troubleshooting for any identified errors or bugs.

·       Creating and distributing scheduled and ad hoc reports.

·       Creating client facing documentation to assist clients – how to, FAQs, etc.

Product Development Support

·       Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.

·       Providing detailed reports to Product Managers around common issues concerning their products.

·       Uploading files and basic information into Unboxed software as necessary.

Requirements

·       Exceptional verbal, written communication, and interpersonal skills

·       Acute attention to detail

·       Self-starter; ability to be comfortable with ambiguity and demonstrate flexibility

·       Ability to analyze complex problems and creatively formulate workable solutions

·       Proficiency with Microsoft Office Suite

·       Some software background and/or product innovation experience a plus

·       SQL experience a plus

Qualifications:

·       A bachelor’s degree is preferred OR 4 years equivalent and relevant experience

·       2-4 years of related experience, helpdesk or customer service experience preferred

Benefits

Cool Perks:

• Close-knit company culture
• A plethora of snacks and drinks
• Team-building events (virtual and in person)
• Comprehensive benefits package including ample PTO
• Advancement potential