Implementation Support Specialist

Ontra is seeking an Implementation Support Specialist reporting to our Implementation Manager.

We’re looking for someone excited to expertly manage the post-onboarding queue, ensure timely and accurate delivery of customer projects, and effectively coordinate with teams to enhance overall client satisfaction.

If you are a highly organized, proactive, and collaborative person who thrives on bringing order to complex processes, we’d love to get to know you!

What You’ll Do

• Queue Management: Oversee the implementation queue, ensuring efficient processing of customer projects and accurate delivery timelines for existing clients.
• Ticket Coordination: Review and organize incoming tickets in Zendesk, ensuring proper scope and order before they reach the implementation team.
• Customer Communication: Serve as the main point of contact for customers, providing updates, clarifications, and projected timelines to ensure seamless communication.
• Legal Network Coordination: Facilitate interactions with Ontra’s Legal Network for customized external consultant work, acting as the liaison for the customer.
• Quality Assurance: Conduct spot checks and light quality assurance on completed work before notifying customers of project completion.
• Team Development Impact: Contribute to shaping and potentially expanding the role, with opportunities to influence the future growth of the team.

What You’ll Bring

• Experience: Relevant experience in project coordination or implementation roles.
• Time Management: Proven ability to manage multiple request tickets and competing priorities while maintaining quality and customer satisfaction.
• Communication Skills: Strong written communication skills with the ability to manage expectations, provide timely updates, and create clear project documentation.
• Problem-Solving: Proactive approach to identifying issues, troubleshooting challenges, and delivering practical solutions in dynamic situations.
• Attention to Detail: Meticulous attention to detail in tasks such as creating tickets, managing project trackers, and coordinating invoicing to prevent project delays or errors.
• Technical Skills: Proficiency in project management software and ticketing platforms like Zendesk and Jira, along with data analysis skills for tracking project performance and informing decisions.