Spok Technical Consultant

Bilinga, Australia | Posted on 23/06/2023

Founded in 1999, inTechnology Distribution is one of the fasted growingvalue-added IT distributors (VAD) across the Asia Pacific region, working withthousands of Reseller Partners driving business opportunities and exceedingrevenue expectations across the region.

We have a team of sales and engineering experts focusing on RTLS, Wi-Fi,BLE, RFID, messaging, integration and cyber security, with over 155 years ofcollective experience. Our inTechnology team have completed over 250+ RTLSprojects, designed over 350+ Wi-Fi, BLE & RFID enterprise networks, andcompleted over 30 enterprise-grade messaging and integration projects.

We do our due diligence in selecting only the best and most disruptive technologiesfrom around the world and distribute them through our channel partners, whichare made up of solution providers, consultants and reseller partners.

As a true Value Add Distributor, we create sales success by gainingvital mindshare from our channel and customer acceptance across multiplecultures, languages and time zones. We offer a full portfolio of Pre/Post Salesand Technical Services to complement our sales efforts and help drive businessthrough the channel across the region.

Job Description

As a Technical Implementation Specialist for Spok, you areinstrumental in acclimating clients to our software products. Throughpartnering with internal project teams, you will deliver a first-rate customerservice experience to effectively install, configure, monitor, and troubleshootsoftware to meet client needs. Relationship-building is a key skill along withyour technical expertise and the ability to creatively problem-solve.

A successful candidate will have considerable experience withsoftware implementations and will be flexible to frequent travel to customersites, both local and out of state. This person will be eager to learn newthings and able to pick them up quickly.

Position Summary:

This individual will be responsible foranalysis, design, installation, configuration, monitoring, troubleshooting andtraining customers as associated with the implementation of our uniqueenterprise software solutions.A minimumof 25-50% travel to customer sites, both local and out of state is required.

Essential Duties and Responsibilities include thefollowing.Other duties may beassigned.

Analysis and Design:

• Review integration requirements of a customer implementation andsuggest modifications needed to deliver reliable functionality andcommunication
  
• Discuss integration with customer and provide guidance as neededto ensure appropriate configuration settings and information exchange
  

Implement and Configure:

• Independently install and configure allSpok products supported, including server and client components; assist lessexperienced technicians when needed
  
• Work with customer vendors, partners and on-site technicians toresolve issues as it relates to Spok software; troubleshoot, test possiblesolutions and escalate when necessary
  

Diagnose and Troubleshoot:

• Diagnose and troubleshoot product issues with client employees,customers and vendors and assist with problem resolution
  
  
• Provide proactive resolutions to developing problems and suggestmodifications that may result in a permanent fix to a problem; prioritise indynamic environment and meet deadlines
  

Training:

• Maintain familiarity with current and previous versions of allproducts, procedures and processes and technology by participating in trainingsessions offered
  
• Provide customer training on all Company applications as needed
  

Customer Relations:

• Manage customer relationships; communicate and behave in aclient-focused manner
  
• Deliver customer support and service in a professional manner by proactivelycontacting customers, responding in a timely and respectful manner to requests,and ensuring the project meets the customer’s requirements and deadlines, andproviding critical details to customers when necessary
  

Communication:

• Listen and communicate information in a professional manner to adiverse customer base, vendors and internal departments at all skill levelsboth verbally and in writing
  
  
• Participate in customer conference calls; facilitate and conductcustomer conference calls
  
• Consistently provide appropriate updates to Project Managers andcustomers
  

Documentation:

• Maintain existing processes, standards, and upgrade documentation;create new documentation as necessary
  
  
• Follow implementation standards, project plans and relateddocumentation to ensure a high level of success during the implementationprocess
  

Reporting:

• E valuate and report project outcomes, customer satisfaction andcustomer concerns
  
  
• Report project status, schedules, issues, resolutions andcompletions to necessary parties
  
• Provide accurate accounting of billable time, expenses, and ensureforecast accuracy for close purpose
  
• C omplete timesheets on a weekly basis
  

Qualifications:

To perform this job successfully, an individual must be able toperform each essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.

Education and/or Experience:

Bachelor's degree (BA/BS) from four-year college or university; orthree to five years’ related experience and/or training; or equivalentcombination of education and experience.

POSTINGREQUIREMENTS:

• 3+ years previous experience required with enterprise softwareapplications
  
• Flexibility to work extended hours as business needs dictate.
  
• Customer Service oriented.
  
• Willing to identify, own, and solve problems independently and aspart of a team.Strives to become aself-directed, productive team member, serving as a positive agent of change.
  
• Excellent oral and written communication skills.
  
• Ability to work with a variety of computer software products on apersonal computer.
  
• Highly developed analytical and problem solving skills
  
• Ability to maintain a pleasant manner in stressful situations.
  
• Ability to provide guidance to team members
  
• Demonstrates strong energy, performing when schedules,deliverables, or customers require it.
  
• Demonstrated effective leadership skills.
  
• Demonstrated understanding of impact of current, new and proposedproduct features. Frequent participation on sales calls across all productlines.
  
• Understanding of system implementation and installation processes.
  

• TravelRequirement 25-50%
  
• WindowsDesktop Experience
  
• VPN or RemoteAccess Experience
  

• TelephonyExperience
  
  
• Experiencewith proprietary software environments and implementation