Role Overview:
The Solutions Engineer Support Specialist will work closely with our Enterprise Solutions & Implementation Engineer (SE) role in a support role. The position entails working with current and prospective customers to support their business needs, along with collaborating with presales teams (sales, IT, product, marketing, product marketing) and business units at OTP under the direction of the SE. Must have the ability to successfully work with teams and individuals with diverse skills and perspectives to achieve common goals.
Responsibilities:
- Responsible for planning, organizing, managing, and communicating all phases of client assets, which includes working with client to identify the requirements for asset set up (i.e. variable template setup needed, submit to IT, testing of asset to ensure correct set up, feedback, QA and work with customer through approval)
- On assigned accounts, responsible for:
- End of month billing
- Updating fields on behalf of clients in system (i.e. new locations, user set-ups, adding new items, etc.)
- Support accounts if/when they have site changes (i.e. helping secure/update landing page image, etc.)
- Maintain a detailed project plan and schedule, ensuring projects / teams / jobs stay on track
- Manage risks and escalating issues that the team can’t resolve
- Ensure deliverables are accepted and approved by the manager / stakeholder(s)
- Provide regular status updates, including project health, accomplishments, and upcoming activities
- Closing projects in a controlled manner, conducting lessons learned sessions, and obtaining project closure sign-off
Qualifications:
- Bachelor’s degree in marketing, communications, business or related field, or equivalent combination of 2-4 years experience.
- Proficiency in Microsoft applications (Word, Excel, Outlook and PowerPoint)
- Excellent oral, written and interpersonal communication skills
- Detail oriented, strong organizational skills and the ability to deliver under deadlines with a high level of accuracy
- Strong work ethic that supports working independently, under minimal supervision as well as the ability to work effectively in a collaborative team environment with a dynamic range of people
- Proven ability to provide outstanding client service
- Curious, flexible and good humored with a positive “can do” attitude
- Ability to effectively provide, receive and respond positively to constructive feedback
- Ability to prioritize, multitask, and adhere to strict deadlines, with a willingness to work extended hours during peak periods
- Goal-oriented with strong internal motivation
- Excellent communication skills across all mediums (verbal, listening, written)
- Capacity to work under deadline-driven time constraints, both independently and within a team
- Exceptional organizational skills and attention to detail
- Demonstrated problem-solving skills, with the ability to work independently and seek direction when needed
- Limited travel possible
General Info + Required Training:
- HIPAA Training (every 2 years)
- Safety Training (upon hire)
- Background Check (before hire and every year)
- OIG/SAM Check (monthly)
- Drug Screen (before hire)
- Office Hours (8 A.M – 5 P.M.)
- Medical, Dental, Vision, 401k, Paid Vacations(PTO)/Holidays/Sick Days
- Gas mileage reimbursement of $0.52, cell phone reimbursement, laptop
- While performing the duties of this job, the employee is regularly required to stand and to use hands to handle, or type; occasionally required to walk; required to sit, stoop, kneel, crouch, or crawl. Must be able to talk and to listen. The noise level in the work environment is low.