Technical Implementation And Support Specialist

Summary

Join LifeLabs Learning as a Technical Implementation & Support Specialist and become a technical expert, supporting clients throughout their lifecycle. You will provide outstanding support, create technical enablement materials, and maintain client configurations. This role involves troubleshooting technical issues, conducting product demonstrations, and collaborating with internal teams. The position is remote and offers a competitive salary, bonus structure, and comprehensive benefits package. The ideal candidate possesses strong technical skills, excellent communication abilities, and experience in client support. LifeLabs Learning is an equal opportunity employer committed to providing a supportive and inclusive work environment.

Requirements

• Technical expertise and prior experience supporting the successful implementation and ongoing use of SaaS products
• Effective written and verbal communication skills in a client support environment - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language
• Specific examples of how you investigated and successfully diagnosed technical issues in a web based environment and worked to resolve the issue on behalf of clients
• Experience proactively documenting and flagging complex technical issues, with superior attention to detail throughout
• Experience building and maintaining internal and external knowledge bases and writing client facing technical documentation
• Experience configuring, troubleshooting and maintaining Single Sign-On, HRIS, and Learning Management System integrations, with ability to be trained to own customer set-up within 90 days of coming onboard
• Experience in a customer-facing role, with a proven ability to provide exceptional service, and address customer inquiries or concerns in a professional and timely manner
• Experience using one or more client support and ticketing systems like Freshdesk, Intercom, Zendesk, etc
• Experience using a CRM tool like Hubspot or Salesforce
• Ability to live demo and explain technical tools and structures during pre-sales and onboarding
• Ability to create presentations with tools like Canva, Figma, Google Slides, Powerpoint, etc
• Ability to facilitate to conduct a client kickoff or tech demo meeting

Responsibilities

• Maintain expertise over our product offerings, supporting technologies, and their functionality
• Become a trusted contact for our clients by guiding them through the onboarding experience, including account setup, technology integrations, troubleshooting, and program/product functionality questions
• Serve as internal subject matter expert on integrations, including Single Sign-On, Human Resource Information Systems, Learning Management Systems, standard and advanced reporting
• Create and maintain multi-media content for client enablement purposes (e.g. knowledge base articles, educational videos, presentations, etc.), with a focus on creating reusable and scalable content
• Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.)
• Handle all post-onboarding client requests for product support as needed during the course of the program
• Respond to all client and labmate communications with clarity, accuracy, simplicity and warmth in line with our Service Level Agreements (SLA’s)
• Manage a high volume of support tickets via multiple channels by reviewing, routing, and responding effectively, prioritizing based on account size, client segment and urgency
• Answer client questions and loop in the appropriate collaborators when needed
• Communicate client policies accurately
• Troubleshoot reported issues related to products and product systems and follow up with Clients to ensure that reported technical difficulties have been resolved
• Lead or attend client calls for support as needed
• Manage and execute on emergency communications to our clients in response to world events, security issues, or other urgent matters
• Periodically support pre-sales solutions discovery, specifically those with complex technical, system inter-operability, or integration requirements
• Conduct live demonstrations of our platform, highlighting technical components of our product to our client’s technical, executive, and decision-making stakeholders
• Build workflow mapping and diagrams to help clients understand data and user workflows for working with our platform and their technology stack
• Assist with a variety of special projects in collaboration with our Director of Product Operations and others
• Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes
• Write a clear definition of “done” and success metrics for every project
• Collaborate with colleagues who may be impacted by your project
• Always Be Learning: seek feedback from your collaborators and project sponsors

Preferred Qualifications

• Familiarity with business intelligence tools like Looker, ThoughtSpot, etc
• An interest in developing more technical skills and experience in partnership with product counterparts

Benefits

• Medical, dental, and vision insurance
• Flexible vacation policy, 11 federal holidays, 2 LifeLabs holidays, Kind Fridays, Clean Break (Paid Time Off benefit during the last week of the year)
• 401K match
• Team profit share
• 4 Learning Days
• Health & Wellness benefit
• Dedicated peer coach
• Ongoing training
• Biannual team retreats
• Salary + bonus (Success Share)
• Long-Term Incentive Plan
• Remote (can be based anywhere in the U.S.)