i3 Verticals

Support Engineer

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
• Build and maintain effective relationships with team members, management, in-house software developers and clients.
• Identify, troubleshoot and resolve application issues.
• Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
• Document all reported issues and task details; analyze gathered data.
• Deploy and provide training on software applications to new clients and new versions to current clients.

Software Support Analyst II

Account Manager

• Building relationships with clients, key suppliers, and partners.
• Measuring success through improved client engagement and satisfaction.
• Identifying and informing sales team of opportunities.
• Educating clients about the company’s products and services.
• Attending to client complaints to facilitate prompt resolution of issues.
• Conducting customer satisfaction surveys to enhance client satisfaction and engagement.
• Collaborating with internal departments to meet client expectations.
• Active input into the Salesforce CRM system.

Key Account Manager

Software Support Analyst I

Director

• Management of Professional Services Department including assigning new client implementation work orders to software implementation staff
• Provide implementation services to clients
• Manage workload and client expectations
• Review work and billable hours completed by implementation staff
• Provide guidance and assistance to staff as needed
• Resolve client issues as needed
• Communicate open work order status to other department managers in weekly meetings
• Seek information and assistance for more complex issues from other departments and supervisors
• Oversee daily performance of implementation consultant
• Provide software implementation services to assigned
• Assign new clients to implementation
• Develop training procedures and materials for software
• Review implementation work
• Review and approve PTO of department
• Attend weekly implementation meetings to review current work and any items and escalations
• Provide annual job goals and performance
• Attend meetings with immediate supervisor as necessary
• Attend manager meetings, as necessary
• Determine strategies and policies for the Implementation Department
• Manage workflow in the Implementation department, resolving disputes
• Provide guidance to Implementation team on items and escalations outside of their department
• Resolve any disputes between Implementation Department
• Clarification of roles and check pulse of all team members periodically
• Lead bi-weekly Implementation Standup Meetings and weekly Workload Meetings
• Ensure client satisfaction from clients
• Create weekly departmental overview to VP of Operations and Client stakeholders
• Review resumes, schedule interviews, and lead job interviews for open positions
• Create and approve HR documentation
• Document the standard operating procedures of the job functions of the Implementation department

Software Support Analyst II

Key Account Manager

Software Support Analyst I

Associate Director – Implementations