Implementation Specialist

We’re actively seeking an Implementation Specialist in our Implementation department that will contribute to our mission of working with our family of customers to provide the very best products and support, creating a successful long-term partnership.

The Implementation Specialist is responsible for training on the configuration and maintenance of 10+ platforms / applications / interfaces offered by Amtelco. The Implementation Specialist is testing new software and is learning about existing software. Day-to-day responsibilities include training our customers to process calls and to complete coding proprietary to Amtelco software, creating site-specific documentation, developing reference materials and movies for Amtelco’s TechHelper website, assisting our many customers in various ways through phone and e-mail interactions as well as on-site visits, and developing or enhancing processes and procedures that make the department more efficient. Additionally, this position works closely with our Implementation Specialist Team Leads, Senior Implementation Specialists, and the Project Management Team.

This full-time position is based at Amtelco’s corporate headquarters in McFarland, WI and reports to our Implementation Team Director.

How will I make an impact?

• Work with the Implementation Team, other team members, and independently to learn new software & its best practice rollout to customers and implement existing software better
• Educate customers on programming features associated with and on the operational use of software upgrades and new installations
• Lead agent training and more basic project training sessions remotely
• Document project training sessions
• Create custom documentation for call processing and programming
• Suggest call processing, telephony programming, and script flow improvements for individual customer sites
• Assist operators on cutovers
• Respond to and validate customer concerns and reach out for proper follow-up
• Provide the Implementation Specialist Team Lead with project updates and concerns, completing project steps in a timely manner
• Troubleshoot software bugs with the Implementation Specialist Team Lead and Senior Implementation Specialist, including the installation of new software
• Advocate for streamlined programming enhancements and future software development to the Team Lead
• Assist Senior Implementation Specialists with template design content for uptraining new Implementation Specialists and customers
• Attend and actively participate in team and implementation meetings
• Provide post-cut support on reports, dashboards, and data maintenance routines
• Reply to customer emails from a shared inbox and follow proper delivery protocol
• Become an expert in specific areas of software including Amtelco’s secure messaging platform
• Present at conferences in Madison, WI and perhaps other locations nationally

• Bachelor’s degree preferred; associate degree required
• Experience in answering service and/or hospital environments preferred
• Proficiency in Microsoft Office Suite, including Excel and Access
• Familiarity with Camtasia preferred
• Technical proficiencies
• Strong problem-solving skills, attention to detail, and multi-tasking abilities
• Excellent communication and customer-service skills
• Reliable with a professional attitude
• Ability to travel throughout North America up to 25% of the time required
• ***Rare weekend travel may be necessary and would be discussed in advance

Amtelco complies with all federal laws regarding employment eligibility verification. All employees must maintain valid authorization to work in the United States throughout their employment. Employees whose work authorization is temporary are responsible for ensuring it remains valid and for providing updated documentation before the current authorization expires. Amtelco does not provide immigration sponsorship for work authorization (for example, H-1B, TN, or similar employment visas). Employment cannot continue if valid work authorization cannot be maintained., * Associate (Required)

Experience:

• Software training: 1 year (Preferred)

Ability to Commute:

• McFarland, WI 53558 (Required)

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Internet reimbursement
• Life insurance
• Paid time off
• Paid training
• Vision insurance

• has been voted a Top Workplace in the Madison, WI area for the seventh year in a row?
• is a family-based company that values a work-life balance?
• has quarterly in-office chair massages available at no cost to its team members?
• has implemented solar panels to help reduce its carbon footprint?

At Amtelco, we believe in the importance of individuals, the diversity they bring, and the power of teamwork. We listen to our team members and select initiatives that are important to them. Join our family-owned business where we value work-life balance and create a fun, supportive, inclusive environment for our team members to succeed in!

Amtelco is the leader in developing SQL-based applications that are an open platform for critical interoperability in Healthcare and Commercial markets throughout the United States. We have received more than 30 U.S. Patents for telephony software, data handling methodologies, and telephone switching devices!