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.
The End Result
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
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 o This includes all settings, server and application updates/upgrades, and routine maintenance
● Creates and maintains documentation and support 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.
● Keep current on company physical and cyber security policies and procedures (including privacy), apply them, and report anything unusual to IT Security and Office Management
● Other related tasks that may be needed for the rol