One of Alquemy's clients within Financial Services is looking to hire a contract Implementation Specialist providing technical support for a new multi-authentication platform / Gateway.

This will be a 4-month contract to start, hybrid environment (2 days/week onsite)

This position is responsible for interfacing with our client's business customers to provide technical onboarding support and integration for existing and new consumer Core Credit products, Fraud, and Small Business products.

A working knowledge of programming and customer interaction best practices are a must for this position.

Responsibilities:

• Provide expert technical support for our customers procuring a new solution or product, assisting with systems interfaces and technical set-up, and setting appropriate expectations. In this regard, the ideal candidate will have working knowledge of Linux or Unix operating system and associated programming languages. Experience with JSON and XML transaction is an asset.

• Ensure a positive experience is provided for our customers throughout the implementation process. To this end, the ideal candidate must have experience with customer interactions, applying best practices.

• Work closely with the company's Client Engineering team to understand proposed and documented solutions.

• Coordinate with ePMO intake and UAT teams to ensure timely deliver and execution excellence.

Deliverables

• Interface with our customers to provide technical support for existing and new consumer Core Credit products, including Small Business, as the customers are being on-boarded.

• Assist customers in the understanding of approved solutions designed to solve customer critical business issues.

• Assist customers with solution technical integration.

• Develop a deep understanding of company's Consumer and Small Business products.

• Facilitate customer support via telephone, written correspondence and face-to-face meetings.

• Tactfully and candidly address situations to minimize risk and build customer loyalty, creating an atmosphere of confidence by building and maintaining a high customer service level.

• Develop strong communication skills, ensuring clear and concise communications, listening, documenting, and presenting oneself in a professional manner.

• Manage timelines, implementation efforts, and customer expectations, working closely with ePMO intake, Development, Quality Assurance and UAT teams.

• Work with team members to ensure the company meets any documented SLAs for Customers and Services provided.

• Advise Management, Team Members and Sales teams about progress, problems, and activities related to the Technical Onboarding function as it pertains to their customer's opportunity.

• Create and maintain reports for management as assigned.

• Work with the appropriate internal company partner(s) (Sales, Product, Project Management, Data Services, Compliance, Memberships, Finance, and Legal etc.) and external customers to document customer's concerns and update any tickets appropriately.

• Adhere to all Standard Operation Procedures and processes.

• Comply with all consumer reporting, privacy and compliance requirements.

• Provide guidance to other members of the onboarding team based on your knowledge and experience.

• Perform other related duties as assigned.

Skills and experience required:

• Must have Bachelor Degree or College Diploma in Computer Science or related field

• 5+ years of experience in related role.

• Must have strong oral and written communication skills.

• Must have strong customer service skills.

• Must have a working knowledge of Linux or Unix operating system, and associated programming languages.

• Experience with JSON and XML transactions; knowledge of APIs and databases.

• Advanced PC skills in appropriate Microsoft Office programs required.

• Knowledge in customer loan origination systems is an asset.

• Data communications skills is an asset.

• Data analytic skills.

• Detail oriented.

• Strong problem-solving skills.

• Ability to manage multiple demands in a fast-paced environment.