Implementation and Support Specialist
Job summary
Lead end-to-end client implementations, managing scope, timelines, integrations, and relationships to ensure successful project delivery.
Position Functions
Respond to requests for technical assistance from Easy Employer clients via phone and email following priority protocols.
Diagnose and resolve technical hardware and software issues.
Schedule and perform Easy Employer Software implementations, installations, and user training either on site, via phone or remote desktop, or any combination of these.
Plan, scope and manage the end-to-end implementation and integration of new and existing Easy Employer clients, from kick-off through to go-live.
Configure and manage integrations between the Easy Employer Software suite and clients' third-party payroll, HR, and other business systems.
Manage multiple concurrent implementation projects, prioritising workload and resources to meet client deadlines and delivery targets.
Liaise with clients, internal teams and third-party vendors to gather requirements, resolve issues, and ensure successful project outcomes.
Provide regular project status updates to clients and management, proactively identifying and mitigating risks to delivery.
Undertake proactive communication with Easy Employer clients as relevant to maintain Customer Service levels.
Identify and handle situations requiring urgent attention; notify and escalate to Management when required.
Remain current with system information, changes, and updates.
Execute any technical projects or tasks, as reasonably requested by management.
Attend any meetings, training and development courses determined and provided by the Company.
Suggest procedural improvements and provide feedback as well as helping enact procedural changes with positive mindset.
Produce documentation and how-to-guides for new and existing procedures that are not yet accurately documented.
Working Relationships
Report to and work in conjunction with management (direction, guidance, policy, and procedures)
Collaborate with internal implementation, support and development teams, and liaise with third-party vendors to deliver integration projects
Communicate directly with clients (deliver implementation, integration, and project support)
