Technical Implementation Consultant (Messenger) - Remote (23-59)

Travel Requirement - None
Overview
The Technical Implementation Consultant (Messenger) is instrumental in acclimating clients to our software products. Through partnering with internal project teams, you will deliver a first-rate customer service experience to effectively install, configure, monitor, and troubleshoot software to meet client needs. Relationship-building is a key skill along with your technical expertise and the ability to creatively problem-solve.

A successful candidate will have considerable experience with software implementations and will be flexible to frequent travel to customer sites, both local and out of state. This person will be eager to learn new things and able to pick them up quickly.

Essential Duties and Responsibilities

Analysis and Design:

• 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

Implement and Configure:

• 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:

• 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

Training:

• 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

Customer Relations:

• 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

Communication:

• 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

Documentation:

• 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

Reporting:

• 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

Travel Requirement
None

Required Skills and Experiences

• 3+ years previous experience required with Clinical enterprise software applications

  • Experience with Microsoft SQL, Microsoft Windows
  • Understanding of system implementation and installation processes.
  • Experience with Wireless Communication device
  • Experience with Clinical Messaging application, (Nurse call, EMR, informatics, Patient Monitoring)
  • Experience with Clinical Messaging workflows
  • Experience with Windows OS Troubleshooting (Permissions/Policies)
  • Working Knowledge of Network ACLs, Firewalls and managed switches
  • Working Knowledge of Networked Hardware devices configure and setup
  • Must be analytical and creative
  • Understanding of Troubleshooting
  • Experience with Microsoft Office (Word, Excel, Visio. Etc..)