Bloomington, MN
Implementation Technician Job Description
Job Summary:
At TempWorks, the Implementation Technician is the primary technical contact for TempWorks’ clients as they go through the process of onboarding. The Implementation Technician is responsible for assisting the clients in all technical activities throughout their implementation. This includes establishing relationships with clients, helping to educate them on the implementation process, troubleshooting issues, and communicating resolutions.
General Responsibilities:
- Serve as a central point of technical troubleshooting for all functions relating to the implementation project lifecycle for small to medium sized clients
- Software module & integration install and setup, assisted by Implementation Specialists
- Guide end users through basic software training exercises where necessary
- Facilitate communication between the implementation team and the client
- Escalate issues to the client’s Project Manager when necessary
- Self-manage workload of implementation tasks, reporting any changes in project scope as they are identified
- Collaborate with the Implementation team to provide clients with best practices regarding user adoption techniques
- Maintain positive customer relationships
- Utilize proprietary, web-based help desk software to track and resolve software problems, requests or conversion issues
- Explain technical details in a plain, clear, and simple manner to clients with a range in technical experience
- Troubleshoot and triage incoming customer calls related to both enterprise and hosted/self-hosted software solutions, utilizing Microsoft SQL Server Management Studio, and SQL Server Profiler
- Analyze software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, conversion-related data discrepancies, etc.
- Willingness to learn new technologies as they become available
- Learning and understanding of all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product lines
- Travel onsite to visit clients
- Performs other related duties as assigned
Required Skills and Abilities:
- Strong verbal and written communication skills
- Strong interpersonal and customer service skills
- Proficient in Microsoft Office Suite or related software
- Organization skills and attention to detail
- Basic understanding of Implementation procedures and systems such as SQL
- Team player with goal-oriented personality
- Ability to work independently
Education and Experience:
- Associates degree required; Bachelor’s degree in related field preferred
- 2+ years of customer service experience
- Experience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)
- Ability to absorb and retain information quickly with attention to detail and self-motivation
- The ability to multi-task, prioritize, and work with multiple clients (3+) at a time to efficiently manage their individual needs during implementation stages
- Experience working in a fast paced, deadline driven environment
- Technical background and experience with the delivery of SaaS solutions
- Experience with installing a small client with little to no assistance on a multi-tenant database (no data conversion)
- Ability to support data conversions for front office and for back office with limited assistance
- Have knowledge of active directory setup for users
- Experience writing/modifying reports requested by clients
- Ability to set up check and invoice reports independently
- Experience with effectively troubleshooting errors within the software, implementing fixes, and communicating resolutions
- Have knowledge in working with MICR tools
Physical Requirements:
- Prolonged periods sitting at desk and working on a computer
- Must be able to lift up to 10 pounds at times
- Ability and desire to travel up to 30% of the time
- Valid driver’s license preferred
The pay range for this role is: $60,000 - $87,000
TempWorks Software offers a comprehensive benefits package and provides eligible employees with an opportunity to enroll in various benefit programs, subject to applicable waiting periods. This includes the following:
Paid Time Off
Holiday Pay
Volunteer Time Off
Medical Insurance
Health Savings Account with Employer Contribution
Dental Insurance
Vision Insurance
401(k) with Employer Match
Life Insurance and AD&D
Short-Term and Long-Term Disability Insurance
Paid and Unpaid Leave of Absences
Applicants have rights under Federal Employment Laws