Support & Implementation Specialist

Position Overview:

We are seeking a detail-oriented and proactive Implementation & Support Specialist to join our team. We’re looking for someone with a great personality, easy to get along with, but also highly technical and great at problem solving.  In this role, you will be instrumental in the successful deployment of our solutions, ensuring clients receive exceptional support and guidance throughout the implementation process. You will work closely with clients, project managers, and technical teams to deliver tailored solutions that meet our clients’ specific needs.

The Company:

Savance is a fast-paced software development company located in Commerce, MI. For more information on Savance Workplace business solutions, see our Savance Workplace website. We take a very collaborative approach to our work and seek candidates who are the right cultural and technical fit to ensure our core mission of creating and supporting great software is realized. To excel at Savance, you must love to be challenged, seek out opportunities to develop your skills, be confident yet humble, and be able to learn from your mistakes. We thrive on smart, independent, and initiative-taking people who get along well with others. We expect a lot from our team, but a lot is offered in return. If you have a can-do attitude and seek a challenging, rewarding position with a great team, Savance is the place for you!

What You Will Be Doing:

• Client Engagement: Act as the primary point of contact for clients during the implementation phase, understanding their requirements and expectations. Assist clients over the phone, web conference, e-mail, or chat with our software and hardware solutions.
• Project Coordination: Collaborate with internal teams to plan and execute project timelines, ensuring all milestones are met.
• System Deployment: Assist in the configuration and installation of EIOBoards, Visitor Management Systems, Digital Display Boards and Mustering Solutions at client sites, both remotely and/or potentially on-site from start to finish.
• Training & Support: Conduct training sessions for clients’ staff to ensure they are proficient in using the deployed systems, providing ongoing support as needed.
• Documentation: Develop and maintain comprehensive documentation of implementation processes, client requirements, and project progress while continuously improving our knowledgebase.
• Feedback Loop: Gather client feedback post-implementation to identify areas for improvement and contribute to product enhancement initiatives.
• Technical Troubleshooting: Address any technical issues that arise during the implementation phase, working closely with the technical support team to resolve them efficiently.

Education & Experience:

• Bachelor’s degree in related field, or two or more years of related experience and/or training, or equivalent combination of education and experience.
• Software development, SQL, and/or testing experience (preferred)
• Experience with a ticketing system (preferred)
• Windows server experience (preferred)
• Experience installing, configuring and imaging Windows desktops (preferred)
• HTML, CSS, and Javascript knowledge (preferred)

Critical Attributes:

• Great Problem Solver: Demonstrate strong critical thinking and problem-solving skills, with the ability to tackle complex challenges and provide effective solutions for customers during the implementation process.
• Computer and IT Experience: Possess solid technical knowledge and hands-on experience with computer systems, software applications, and IT infrastructure, ensuring smooth technical implementation and troubleshooting.
• Extremely Hard-Working: Exhibit a strong work ethic and dedication to ensuring customer success, with the ability to handle multiple projects and tasks efficiently in a fast-paced environment.
• Well-Rounded: Be adaptable and versatile, capable of managing various aspects of the implementation process, from technical setup to customer support, while collaborating with cross-functional teams.
• Ability to Produce Results with Minimal Supervision: Show initiative and self-reliance, consistently achieving high-quality outcomes while working independently, and demonstrating accountability for your work.
• Eager to Learn: Be open to continuous learning and development, staying updated on product enhancements and industry trends to further improve performance and expertise.
• Desire to Be Challenged: Thrive in a dynamic and evolving environment, eagerly taking on new challenges and tackling them head-on with a positive, can-do attitude.
• Strong Communication Skills: Exhibit excellent written and verbal communication skills, clearly and effectively conveying technical information to customers and internal teams, ensuring alignment and understanding.
• Customer-Focused: Maintain a customer-first mindset, working directly with clients to understand their needs, manage expectations, and ensure a successful implementation experience from start to finish.

Compensation & Benefits:

• $50,000 – $70,000 salary based on experience
• Performance-based bonuses
• 2 weeks of paid time off, increasing with tenure
• 8-10 paid holidays a year
• 401(k) with company matching
• Health, dental, and vision insurance
• Flexible working schedule
• Remote, work-from-home position