Professional Services Implementation Technician
Heredia
Divisions – Professional Services /
Full-Time /
Hybrid
Role Overview
Smarsh is seeking a Professional Services Implementation Technician to join our fast-growing Solutions Delivery team. The Professional Services Implementation Technician will coordinate customer escalations and promote exceptional customer experience (CX). Implement, maintain, and develop process runbooks and associated documentation that result in consistently high quality (error-free) service provisioning with the highest level of customer satisfaction. Proactively collaborate with the Client Services leadership team and departments across the organization.
How will you contribute?
- Setup, configure, and provide documentation for hosted services.
- Provide phone and email configuration support for hosted services.
- Troubleshoot and/or implement complex data migrations.
- Pre-sales and sales technical questions as they arise in relation to integration with services provided.
- Committed to providing customer service that makes both internal and external customers feel welcome, important and appreciated.
- Ability to work extended hours/days to meet clients’ launch schedules.
- Send product/services information to client(s) upon request.
- Case peer reviews.
- Manage larger projects with assistance.
- Handle inbound/outbound calls.
- Run customer-facing meetings using screen-sharing/collaboration tools.
What will you bring?
- Bachelor’s degree or equivalent experience.
- 2+ years in a recent help desk environment assisting end users via phone and email.
- 2+ years working in a Windows server and Exchange messaging environment is a plus.
- 1+ years working with Smarsh technology and services.
- Salesforce experience a plus.
- SMTP/POP3, IMAP, SSL/TLS, DNS, Security/Firewalls, MS Outlook, OWA, PowerShell.
- Mobile, Web Mail clients, Email Server Administration, Exchange 2000-13, Microsoft Teams.
- Proficient in MS Office (Word, Excel, PowerPoint, Visio).
- Patience and desire to help others.
- Excellent written and verbal communication skills.
- Willingness to learn & adapt to new technologies.
- Professional demeanor and strong work ethic.
- Critical thinking and problem solving.
- Time management.
- Preserve confidentiality of information.
- Accuracy and attention to detail.
- Ability to organize, prioritize, and work on a variety of tasks/projects for multiple clients.
- Ability to work within strict time frames and resolute deadlines.
₡1,600,000 - ₡1,700,000 a month
The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting.
Any applicable bonus programs will be discussed during the recruiting process.
The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.
