Implementation and Support Specialist

Job summary

Lead end-to-end client implementations, managing scope, timelines, integrations, and relationships to ensure successful project delivery.

Position Functions

·       Respond to requests for technical assistance from Easy Employer clients via phone and email following priority protocols.

·       Diagnose and resolve technical hardware and software issues.

·       Schedule and perform Easy Employer Software implementations, installations, and user training either on site, via phone or remote desktop, or any combination of these.

·       Plan, scope and manage the end-to-end implementation and integration of new and existing Easy Employer clients, from kick-off through to go-live.

·       Configure and manage integrations between the Easy Employer Software suite and clients’ third-party payroll, HR, and other business systems.

·       Manage multiple concurrent implementation projects, prioritising workload and resources to meet client deadlines and delivery targets.

·       Liaise with clients, internal teams and third-party vendors to gather requirements, resolve issues, and ensure successful project outcomes.

·       Provide regular project status updates to clients and management, proactively identifying and mitigating risks to delivery.

·       Undertake proactive communication with Easy Employer clients as relevant to maintain Customer Service levels.

·       Identify and handle situations requiring urgent attention; notify and escalate to Management when required.

·       Remain current with system information, changes, and updates.

·       Execute any technical projects or tasks, as reasonably requested by management.

·       Attend any meetings, training and development courses determined and provided by the Company.

·       Suggest procedural improvements and provide feedback as well as helping enact procedural changes with positive mindset.

·       Produce documentation and how-to-guides for new and existing procedures that are not yet accurately documented.

Working Relationships

·       Report to and work in conjunction with management (direction, guidance, policy, and procedures)

·       Collaborate with internal implementation, support and development teams, and liaise with third-party vendors to deliver integration projects

·       Communicate directly with clients (deliver implementation, integration, and project support)

Requirements

·       High level Customer Service and interpersonal communication skills essential.

·       Previous experience with Workforce Management Systems preferred

·       Excellent time-management skills and ability to prioritise appropriately.

·       Strong work ethic; can work without close supervision.

·       Creative problem-solving skills and ability for lateral thinking.

·       Demonstrated experience in project management, coordinating multiple implementation projects concurrently and delivering to agreed timelines and outcomes.

·       Experience with software integrations (APIs, file-based imports/exports, or similar) between business systems highly regarded.