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Client Implementation Consultant
2 months ago
Position: Implementation Analyst – No Visa Transfers
Location: Remote
Work Arrangement: Hybrid
Key Responsibilities:
The Implementation Analyst serves as the primary point of contact during the conversion process, ensuring that client functionalities are accurately configured to align with their requirements and expectations, ultimately leading to a successful implementation.
This role involves the setup, installation, and support of Merchant systems, applications, or process designs tailored for clients' and the company's outsourced technology and business process solutions.
Direct collaboration with clients is essential for managing initial access, supporting data mapping and transfer, creating necessary process documentation, and assisting with reconciliation efforts.
Testing and troubleshooting the functionality of installed systems is a critical task; the analyst will identify and document technical issues for escalation to relevant product and system integration teams for resolution when necessary.
Feedback based on client interactions will be provided to product and professional services teams to facilitate product and process enhancements.
Client interactions may occur through a ticketing system or phone communications.
Essential Skills:
1. Strong written communication skills - Effective communication primarily occurs through email and ticketing systems with higher education clients, necessitating exceptional written skills.
2. Detail-oriented mindset - Troubleshooting often requires meticulous checking of multiple values, making attention to detail crucial.
3. Team collaboration - As part of operations, teamwork is vital for nearly every project, emphasizing the importance of effective communication within a small team.
Additional Insights on Daily Responsibilities:
This role is situated within a compact operations group that collaborates with various teams to facilitate the onboarding of customers for merchant processing. Ongoing support is also provided post-implementation, with duties ranging from entering merchant values into the payment gateway to troubleshooting credit card and payment processing issues within the software.
Utilization of a CRM for managing customer communications and various internal tools for swift issue resolution is standard practice. An ideal candidate will be adept at engaging with representatives, managing customer communications, and performing minor troubleshooting within the software applications.
