Service Teams | VPs
Overview
Teamwork Commerce, like all organizations are made up of individuals, each of whom has been hired and trained for a particular “hat” or job to do.
Each hat works in tight coordination with one another, doing the required tasks that make up their hat (their job) for the business to not just operate, but be successful and continue to expand.
A Basic Hat lists the purpose of your role in addition to major job duties and responsibilities. A Full Hat will explain each task and exactly how to carry it out.
It is your responsibility to fully understand each part of your hat and be able to perform each of the functions of your hat.
Purpose
The Application Specialist (App Specialist) in coordination with other Service Team members, configures and manages client’s Teamwork environments, including but not limited to CHQ and Mobile Applications. The Application Specialist works closely with clients and internal teams to define the needs, requirements, and workflows to achieve frictionless commerce and ensure the client is extremely satisfied with their service.
Job Duties and Responsibilities
– Assess client requirements to determine and design proper retail/POS workflows
– Configure and maintain CHQ and mobile applications to support retail and integration requirements and workflows. This includes all settings, server and application updates/upgrades, and routine maintenance
– Creates and maintains documentation and supports client workflows and modifications to workflows
– Provides UAT Support to clients and internal teams for POS/Retail workflows and Integrations as needed
– Ad hoc client training
– Documenting, reporting, and escalating Development Support (DS) issues through the proper channels and processes
– Documenting and reporting client’s Change/Feature Requests through the proper channels and processes
– Monitor open support tickets to ensure movement and proper escalation, assist in resolution where applicable, assist in client communication
– Facilitate Reporting requests and support (including reports, printed documents, Mandrill, etc.)
– Supporting client with hardware analysis, configuration, and troubleshooting
– Work with Client Success Manager and clients to create go-live checklists
– Develop Training Plans for new implementations
– Facilitate client’s release schedule by raising server upgrade requests and communicating status of release to client.
– Provide clients with Release Notes and ad hoc training for features released in new versions Teamwork software.
Summary
The Application Specialist is a key role on the Service Teams that supports the client’s Teamwork environment and daily operations to ensure success on the Teamwork platform.
The Application Specialist reports for the Client Success Manager and can utilize the Operations Director and Technical Services Director as additional points of escalation.