The Implementation Services Specialist role at Talogy is primarily responsible for supporting customers and colleagues through the implementation phases of client projects. People in this role are the front-line providers of excellent customer service to colleagues who are using Talogy systems, working closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure effective setup of client projects, and timely resolution of issues, complaints and challenges.
Role Responsibilities
- Developing a working knowledge of Talogy solutions and the administrative side of our platforms.
- Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
- Providing administrative support to client projects as assigned.
- Configuring managed-service projects on Talogy platforms with limited support.
- Supporting clients with implementing their own assessment and development projects on Talogy platforms.
- Building tests and reporting content on Talogy platforms and setting up client accounts.
- Reporting bugs or other software/product/platform issues and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.
- Providing feedback on client implementations to colleagues in other departments. § Meeting service level agreements (SLAs) in their region.
- Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Jira and OpenAir.
Knowledge, Skills and Experience Requirements
- Strong IT skills and the ability to learn new systems and administrative portals quickly. § Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
- Previous experience in the talent management industry is desirable but not required.
- Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.