Implementation & Technical Support Specialist Job Description BestTransport

Description

The Implementation and Technical Support Specialist is hybrid position, consisting of responsibilities as a senior technical support and implementation specialist roles. This person will be the subject matter expert for users, how they use the system, what features and products customers use, how they are used, and how they can be used. The person will coordinate all user acceptance testing with customer, work with the customers to define test cases, gain approval for a release, track defects/issues for UAT test cases, and work through usability test cases with and for customers. As a technical support specialist the person will be responsible for monitoring incoming issues, determining scope and severity of issue, researching and analyzing workarounds, troubleshooting issue and determining root cause, and escalating to appropriate team members when deemed as critical issue with no workaround available.



What it is

Responsible for all User Acceptance Testing (UAT)
Subject Matter Expert (SME) for user experience and usage, familiar with how all customers use the system, features / functionality used, and common use case scenarios performed.
Coordinate UAT testing with customers, track defects, and manage project and deliverables with customers until product is delivered in production region
Monitor all issues reported from support team, watch for trends in issues, analyze and troubleshoot issues to determine depth of issue and severity, investigate potential workarounds
Conduct advanced use case scenarios for implementation team to determine the best configuration for the customer based on requirements.
Work with development team to manage implementation of proposals from requirements sign-off through Development & QA cycles to production
Advocate usability standards and customer experience in all areas
Work with cross functional teams to conduct usability testing and inspections
Assist in development of techniques to conduct user centered research: field visits, observations, and interviews.
For assigned projects,
Prepare documentation for internal programs, includes creating training programs and documentation to be used to launch new product or feature across organization.
Prepare documentation for external customers, includes quick reference guides, user / help documentation, training programs, etc.


What it is not:

Development position: Product Development team will be responsible for the development, testing, and implementation of the feature sets based on the designs from Product Design team.
Quality Assurance: Quality Assurance team will be responsible for all internal testing prior to release for UAT.

Desired Skills / Experience

2-5 years of professional experience in related field
Previous experience with
Web based B2B tools
User Acceptance Testing
Usability testing
Project management
Roles with direct Customer interaction
Very strong written and verbal communication skills and organizational skills.

Location:	400 West Wilson Bridge Road Columbus, OH 43085 United States