Implementation Support Representative - Jobs in Greater Sudbury, ON

Job Description

Our Innovation Team provides end-user support to our diverse base of professionals across Canada. The Implementation Support Analyst works closely with the Implementation Specialist to ensure a smooth onboarding experience. The Implementation Support Analyst will be expected to be a product expert and understand our partners needs in depth. They will take ownership of the investigation, diagnoses, and resolution of our partners and field users’ technical and customer service-related questions.Responsibilities:

• Perform remote troubleshooting in both the English and French language
• Provide expert support to end users in the form of problem analysis and resolution
• Walk end users through the problem-solving process
• Follow up with end users, provide feedback and see problems through to resolution
• Independently investigate and implement solutions to technical issues
• Track and monitor end users’ technical support needs via Smartsheet to ensure a timely resolution
• Ensure any end user requests are completed to the end users satisfaction
• Deliver an exceptional end user experience while staying within our support scope guidelines
• Consult with team members on customer feedback to pinpoint customer pain points and discuss solutions
• Provide feedback to leadership teams regarding opportunities to improve customer service levels

• Conduct system maintenance and updates as required

• Assist the Implementation Specialist with the onboarding process throughout all phases of implementation

• Work closely with the Implementation Specialist to ensure a positive transition to StaffStat

• Collaborate with both the Technical and Partner Relations Teams on creating and maintaining up to date end user documentation and training videos in both the French and English language

• Assist our partners in promoting better use of StaffStat

• Aid in the implementation of new initiatives, projects, and applications

• Participate in pre-release testing and identify any potential usability issues
• Support the Implementation Specialist and Partner Success Specialist with the gathering and interpretation of data

• Participate in an after-hours emergency rotation to provide our partners with 24/7 technical support
• Perform cross-functional and/or other duties consistent with the job classification, as assigned or requested

Requirements:

• Strong communications skills (verbal & written) in both the French and English language
• Requires strong troubleshooting, analytic and diagnostic skills, along with solid communication skills
• Ability to maintain positive energy and is an active team player
• Proactive and positive; presents solutions not problems
• Ability to take initiative and be self-directed, adaptable, and innovative
• Strong interpersonal skills including flexibility and the ability to work with others in a team environment
• Ability to prioritize tasks and responsibilities, strong time management skills, particularly in managing deadlines and/or high peak work periods.
• Critical Thinking and problem-solving skills.
• Detail oriented with the ability to multitask.
• Ability to work in a hybrid work model

• Bachelor’s Degree in Business and/or Computer Science, or related field or equivalent work experience
• Proof of two-dose COVID-19 vaccination series approved by Health Canada

Covid-19 Considerations:

• Remote interview process
• Personal protective equipment provided or required
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected