Implementation Specialist (Fluent English)

The Implementation Specialist will be responsible for providing clients with industry leading implementation and support services for Dockmaster Software's line of Marina software products. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone and e-mail.  The Implementation Specialist will onboard clients and take them through the full implementation process of getting them setup and successfully use Dockmaster Software. This position will report to the Operations Manager.

Essential Functions

• Case Management: Implementing our Dockmaster Anywhere and DM Pay software for new clients and existing clients
• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
• Manage proactive ready-for-business checks, identify, and fix gaps, and respond promptly to failures.
• Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents.
• Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies.
• Create and manage customer facing documents and videos to help clients utilize and understand Dockmaster.
• Stay up to date with all aspects of the Dockmaster software and assist with quality assurance testing.