Provide advanced technical support and customer service to existing customers utilizing the safety management system
Assist clients in effectively implementing, updating, and maintaining their configured sites
Collaborate with software developers and cross-functional support teams to resolve customer issues
Proactively recommend product enhancements that improve system performance and user experience
Act as a technical resource with deep understanding of company products, data architecture, and APIs
Serve as an intermediate-level system administrator
Assist or lead internal and paid customer projects as the primary technical resource
Conduct thorough quality assurance reviews to ensure all LMS implementations meet defined specifications
Investigate, resolve, and/or escalate advanced technical support issues
Provide detailed guidance and support to customers in executing system modifications
Perform data and system audits to ensure accuracy, consistency, and proper data mapping
Maintain accurate records of all activities in Salesforce
Ensure customer tickets are closed within company Service Level Agreement (SLA)

A Bachelor’s Degree in a related field. An Associate Degree and 3+ years of relatable experience may be substituted for a Bachelor’s Degree
2+ years of experience consulting with end-users and sales to determine system configuration needs
Administrator experience with a Learning Management & Safety Management System is highly preferred
Familiarity with databases is a plus
Intermediate to advanced skill set in Microsoft Office, previous experience working with advanced Excel functions
High interest in technology and strong technical aptitude

Solutions Architect I

Key skills