Implementation Support Specialist

TARGUSinfo exists for one purpose: Providing intelligence delivered in real-time about the people that are contacting you ? bringing all of your transactions to life.

 

For over a decade, TARGUSinfo has transformed the way people conduct business. Whether it?s by telephone, web, point-of-sale, or wireless device, TARGUSinfo provides instant intelligence that promotes more productive transactions and perhaps more importantly, an opportunity to create a more satisfying customer experience.

 

TARGUSinfo is currently looking for an Implementation Support Specialist for its Headquarters located in Vienna, VA.

 

Job Purpose

Interface with clients, TARGUSinfo staff and external partners to define, scope and deliver TARGUSinfo solutions. This person will be the "honest broker" between business and technology, and will facilitate communications between engineering resources and sales in order to maximize information sharing, manage expectations, proactively resolve issues and affect a productive working relationship among all team members. Moreover, this person will be expected to drive to successful conclusion all technical aspects of assigned technology-based projects for both prospects and clients.

Key Responsibilities

? Under the Implementation Manager, execute assigned project tasks including requirements definition, deliverable QA/AC, testing and task coordination.

? Create project schedules against goals and ensure each one is aligned with prospect's or customer's expectations; integrate schedules between internal and external project teams.

? Ensure technical documents, reports and test results are technically sound, clearly defined and actionable.

? Apply technical troubleshooting and analytical skills to work through and/or escalate customer issues as necessary. Proactively manage client issues as necessary, working with customer support, engineering and account owner as required.

? Team with Implementation Services-assigned PM, sales and support personnel on assigned accounts as technical resource to push forward and close a sale.

? Effectively team with engineering and support functions as required to align and coordinate implementation efforts.

? Facilitate sign-off of key deliverables. Monitor and report status of key milestones and deliverables under individual's control as assigned.

? Measure and report progress of tasks; track actual and compare to plan.

Qualifications

? Experience with IVR/Telecommunication systems preferred

? Understanding of project management methodologies, tools and best practices

? Highly developed analytical and problem-solving skills

? Detail-oriented mindset

? Excellent written/oral communication skills

? Ability to be highly credible and persuasive in all interactions with clients

? Experience with MS Access, MS Excel, MS Word and MS Visio

Experience Required

A minimum of two (2) years of relevant experience is desired. At least one (1) year of implementation or engineering experience in similar industry - including co-op or intern - is desired but not required.

Education Required

Bachelor's in engineering, computer science, information systems, MIS or equivalent