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)
· High level Customer Service and interpersonal communication skills essential.
· Previous experience with Workforce Management Systems preferred
· Excellent time-management skills and ability to prioritise appropriately.
· Strong work ethic; can work without close supervision.
· Creative problem-solving skills and ability for lateral thinking.
· Demonstrated experience in project management, coordinating multiple implementation projects concurrently and delivering to agreed timelines and outcomes.
· Experience with software integrations (APIs, file-based imports/exports, or similar) between business systems highly regarded.
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