Implementation Support Specialist

4 weeks ago

Jeffersonville, United States Heartland, a Global Payments company Full time

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

The primary focus as a Technology Implementation Support Specialist will be to provide remote hardware installation and setup, troubleshooting, and training. This requires solid product technical knowledge of hardware and computer peripherals, attention to detail, versatility, and enthusiasm for client success.

As a Technical Implementation Support Specialist, you will assist new clients while empowering them to use POS to operate, manage, and grow their retail or restaurant business.

What You'll Be Doing

  • Be the product expert on the Heartland POS platform - knowing the out-of-the-box functionality like the back of your hand.
  • Be a device expert - know what our supported hardware devices are and the setup involved in each
  • Have a strong understanding of payment processing and how supported terminals interact with the POS.
  • Correspond with clients through verbal, written and virtual avenues
  • Contribute to continuous process improvements within the team
  • Own customer relationships from close of sale through successful go live.
  • Enable and empower customers to use the POS platform independently and as efficiently as possible using a variety of delivery methods including web-based and onsite training.
  • Troubleshoot issues reported by customers during the onboarding process and provide solutions and/or workarounds if possible.
  • Share customer feedback internally with product management and engineering to surface customer requests and bugs.
  • Develop reusable materials that will continually enhance the efficiency of the customer onboarding experience.
  • Mentor other Onboarding & Enablement team members.
  • Liaison with Hardware installation teams to ensure a positive customer experience.
Requirements
  • 4+ years relevant work experience in a related role in a SaaS-driven environment (Customer Success/Support, Project Management, Product Training, etc.).
  • Prior onboarding experience in a retail, restaurant, or eCommerce environment a BIG plus.
  • A strong foundation in and passion for training & development, adult learning, and building process and curriculum.
  • Outstanding verbal and written communication skills.
  • Strong interpersonal skills and experience building relationships, both internal and external.
  • Motivated, proactive team player with innovative ideas to inspire customer onboarding & enablement programs.
  • Located and able to work in the US from a home office and able to travel as necessary (~25%).
  • Excellent computer and technical skills, including experience with tools like Salesforce, G-Suite, Slack, Basecamp, etc.
  • Understanding of basic networking devices (Switches, Routers, Modems, Firewalls) and services
  • Basic understanding of LAN networking configuration/maintenance and the ability to troubleshoot networking issues.


#LI-Remote

#LI-TP1

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

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