Responsibilities:

• Serve as the primary point of contact for clients during the implementation phase, gathering requirements, managing expectations, and providing ongoing communication throughout the project lifecycle
• Assist clients via phone, web conference, email, and chat regarding software and hardware solutions
• Coordinate with internal teams to plan, manage, and execute project timelines while ensuring project milestones are achieved
• Configure, install, and deploy EIO Boards, Visitor Management Systems, Digital Display Boards, and Mustering Solutions remotely and/or onsite at client locations
• Conduct end-user training sessions to ensure client staff are proficient in utilizing deployed systems and applications
• Provide ongoing post-implementation support and guidance to clients as needed
• Develop and maintain implementation documentation, client requirements documentation, project status updates, and internal knowledgebase materials
• Gather client feedback following implementations to identify improvement opportunities and support product enhancement initiatives
• Troubleshoot and resolve technical issues encountered during implementations in collaboration with technical support teams

Experience

• 2+ years of related implementation, technical support, systems support, or deployment experience
• Bachelor’s degree in a related field, or equivalent combination of education, training, and related work experience
• Experience with software development, SQL, and/or software testing environments preferred
• Experience utilizing ticketing or issue tracking systems preferred
• Experience supporting Windows Server environments preferred
• Experience installing, configuring, and imaging Windows desktop systems preferred
• Working knowledge of HTML, CSS, and JavaScript preferred
• Strong problem-solving, troubleshooting, communication, and client support skills