As part of the Services Team, the Product Support Specialist is responsible for implementing new customers and consulting with existing customers on software/industry Best Practices for Prism Workforce Management software. Product Support Specialist independently lead customers through successful implementations and projects by providing industry expertise and product best practice guidance.
Responsibilities:
Lead software implementations for our client’s customers, to include overall customer communications, project management, system configuration, testing and training.
Develop, maintain and track implementation deliverables and milestones
Build and maintain customer relationships to ensure overall customer satisfaction and engagement.
Interact with clients by phone, email, and/or video meetings to diagnose and troubleshoot issues, and provide status updates and resolutions to reported issues
Identify and escalate application defects and priority issues.
Stay current with system capabilities, including bug fixes and new functionality
Contribute and maintain content for internal audiences (e.g., playbooks, training guides, etc.) and external audiences (e.g., Knowledge Base articles or other end user documentation)
Train internal employees and/or customers on our products
Skills and qualifications – Hard and soft skills:
Functional knowledge of US payroll and time & attendance applications.
Experience with any payroll software would be ideal.
Excellent listening, problem solving, and troubleshooting skills
Ability to communicate and present information effectively with technical as well as non-technical audiences, whether live or in writing.
Strong technical inclination, and a desire to learn continuously
Ability to learn and work independently with exceptional attention to detail
Willingness to collaborate in one-on-one and group settings
Flexibility, adaptability, and a can-do attitude
Apply via :
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