Implementation Specialist

2 weeks ago

Tampa, United States Bill360 Full time

Role

Bill360 is a cloud-based platform that is solving some major pain points in the B2B space. We are currently building our Technology teams and are looking for someone to join our technical support and implementation team.


As an Implementation Specialist, you will play a critical role in the successful deployment of our software solutions. Your responsibilities will include collaborating with clients, understanding their requirements, and configuring our systems to meet their needs. You will work closely with cross-functional teams and act as a technical liaison to ensure a smooth and effective implementation process.


When not onboarding new customers, you will assist customers as part of our technical support team. In this role, you will leverage your technical skills to trouble shoot and solve any customer issue. In addition to responding to customer issues this role will work with our DevOps team to proactively monitor any system issues that may cause customer errors.


This is an excellent opportunity to showcase your skills and continue to expand your learning as a part of a growing fintech start-up with an exciting future.


Essential Responsibilities


Client Collaboration

  • Work closely with clients to understand their business processes and requirements
  • Collaborate with clients to gather and document technical specifications for the implementation
  • Collect and analyze data and make informed client recommendations


System Configuration

  • Audit and assess the client's company to see how we can best customize the product
  • Configure and customize software solutions to align with client needs and specifications
  • Implement and test integrations with other systems as needed


Technical Consultation

  • Provide technical expertise and guidance to clients during the implementation process
  • Conduct product demonstrations and training sessions for clients as required


Documentation

  • Create and maintain Knowledge Base on the implementation process and customer best practices, including technical specifications, configuration details and troubleshooting procedures.
  • Work with training to develop user guides and training material for clients


Collaborate with Product and Engineering Teams

  • Collaborate with the development team to communicate client requirements and contribute to ongoing product improvements
  • Provide feedback on product features and suggest enhancements based on client feedback
  • Recommend enhancements to the implementation process and tools to the Product and Engineering teams
  • Suggest and build monitoring tools to ensure we are meeting all of the customers’ requirements


Technical Support

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine best solution and walk customer through the solution
  • Maintain ownership of assigned tickets and escalations
  • Develop processes and tools to quickly diagnose and fix application issues
  • In conjunction with engineering teams, add metrics and alerts to application monitoring tools (Datadog) to ensure our support teams are proactive and not just reactive
  • Escalate unresolved issues to the next level of support and Engineering teams


Qualifications (Required Minimum Knowledge, Skills & Abilities)

What you need to be successful in this position:


Technical Skills

  • Knowledge of software and hardware configurations, system integration techniques, and the ability to troubleshoot issues preventing integrations like firewalls, antivirus products and other security controls
  • Microsoft Windows operating systems (Server & PC)
  • Familiar with database both SQL and NoSQL
  • Experience with web technologies and APIs


Attention to detail

  • Strong attention to detail to ensure software is installed correctly and ready to use
  • Audit and assess the client's company to see how we can best customize the product


Communication Skills

  • Excellent customer focus and customer handling skills
  • Excellent verbal and written communication skills
  • Ability to communicate technical concepts to non-technical stakeholders


Problem Solving

  • Strong analytics and problem-solving skills
  • Ability to troubleshoot and resolve technical issues efficiently


Team Collaboration

  • Ability to work collaboratively in a cross-functional team environment
  • Comfortable collaborating with clients and internal teams


Adaptability

  • Ability to adapt to changing project requirements and priorities
  • Comfortable working with clients and internal teams


What will set you apart for this position (bonus points):


  • Strong knowledge of payment industry and accounting systems like QuickBooks
  • Experience with standard business systems, cloud computing and SaaS platforms
  • Experience with SQL and NoSQL databases
  • Experience with AWS Platform and Services like CloudWatch
  • Proficient in programming languages like Node.js, C#, Python or similar
  • Familiarity with project management tools and methodologies, such as Agile or Scrum
  • Datadog and MongoDb experience


The Tech Stack:

We are a startup and cloud first in everything that we do. We host on AWS, use .Net Core for some microservices and Vue.js for the front end. Our backend utilizes AWS services like S3, RDS, EC2, SNS, SQS and Lambda.


Education

Educational requirements and experience to be successful:

Bachelor’s degree in information technology, Computer Science, Math, or related field with 3+ years of experience in a software implementation

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