Implementation Engineer (IE)

JOB SUMMARY:

Interacts with new customers and/or new customer sites to initiate service; verify communications and settings; schedule and deliver training. This role does not include resolving unusual or uncommon user problems or assisting in presales efforts (training (see “Customer Service Representative” and “Pre-Sales Engineer” respectively).

ESSENTIAL FUNCTIONS:

  1. Independently initiates contacts with new customers and/or sites to schedule and then perform initial setup (including creation of USERID and PSWD) and delivery of user training.
  2. Resolves customer questions related to orders, revises orders as needed or contacts customers to ascertain data omitted on orders; notifies sales via email as appropriate.
  3. If required, traces status of orders through Finance Department.
  4. Processes and sales originating through mail.
  5. Researches and/or interacts with available sources of assistance and interacts with customer as needed to resolve issues.
  6. Enters orders, mails catalog, samples, price quotations, and similar data to customer, as required.
  7. Responds to customers' requests via telephone or mail.
  8. Has knowledge of product line, prices, delivery time, various marketing promotional services, and similar data, as required.
  9. Advises pre-sales engineers regarding common misperceptions or avoidable problems.

ADDITIONAL RESPONSIBILITIES:

  1. Provides relief to intake call screeners as needed.
  2. Performs other allied duties as assigned by supervisor.

EXPERIENCE AND BACKGROUND:

  1. Prior experience fielding calls at the intake level of a software service organization.
  2. Knowledge of products’ typical usage and operating environments.
  3. Excellent listening, verbal, written and interpersonal communications skills.
  4. Problem solving and decision making abilities.
  5. Must be able to retain detailed information.
  6. Ability to work in team environment.

EDUCATION:

  1. College education preferred, but optional with extended prior experience.

SALARY RANGE: $25,000 - $40,000 Part-time applicants are encouraged.

Please apply at: jobs@ezee.com

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