Professional Services Implementation Technician II

1 Day ago • All levels

About the job

Summary_{By Outscal}

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Smarsh is seeking a Professional Services Implementation Technician II to join our fast-growing Solutions Delivery team. The Professional Services Implementation Technician II will coordinate customer escalations and promote exceptional customer experience (CS). Implement, maintain, and develop process runbooks and associated documentation that result in consistently high quality (error-free) service provisioning with the highest level of customer satisfaction. Proactively collaborating with the Client Services leadership team and departments across the organization.

How will you contribute?

Setup, configure, and provide documentation for hosted services.
Provide phone, email, and remote configuration support for hosted services.
Troubleshoot and/or implement complex data migrations.
Pre-sales and sales technical questions as they arise in relation to integration with services provided.
Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
Ability to work extended hours/days to meet clients’ launch schedules.
Explain and/or send product/services information to clients upon request.
Case and peer reviews.
Manage larger projects with minimal assistance.
Handle customer calls and run customer-facing meetings using screen-sharing/collaboration tools.
Enforce client permissions and authorized users/support rights, preserve confidentiality of information.
Other duties as assigned.

Technical Qualifications:

Salesforce, Compliance Archiving experience a plus.
SMTP/POP3, IMAP, SSL/TLS, DNS, Security/Firewalls, OWA, Powershell. User/Group Permissions.
Mobile, Webmail, Email clients, Outlook, Microsoft Teams.
Email Hosting/Server Administration, MS 365, Google Workspace, Exchange.
Mobile SMS/MMS, Mobile Device Management.
Knowledge of HTML and website structure.
Proficient in MS Office (Word, Excel, PowerPoint, Visio).

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.