The position of Software Implementation and Support Specialist is vital to the success of each seasonal release of the software. The candidate must be willing to work closely in a team environment and capable of close interaction with upper management to help meet specific customer needs.
An Implementation and Support Specialist is responsible for making sure the implementation of this software is a success. This means working closely with customers to get them up and running using the application as well as helping to support them once they are using it. The position also involves close interaction internally with management as well as the development team to help convey the customer’s needs and turn that into tasks that developers can work from.
Duties and Responsibilities:
As the Implementation and support specialist you will start working with a customer as soon as the season started and will spend the next 15 – 30 days working with that customer to help them understand how to best utilize the system. It is also critical to gain a better understanding on how the customers do business so you can help the company customize the system to better fit their business.
This position involves significant travel to customers within the United Arab Emirates and limited travel to customers internationally. Typically towards the beginning of each launch season you will travel onsite to the customers’ office and provide them with 2-4 days of training, sometimes followed up by another onsite visit 30 days after they start the season.
Once the customer is up and running and using the system you will also work with the development team to help resolve problems as they come up. You will also be working with the customers during and after the implementation to uncover opportunities to further customize the software.