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)

• 
  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.