Implementation Specialist

Do you want to join a company that:* has been voted a *Top Workplace in the Madison, WI* *area* for the _sixth_ year in a row?* is a family-based company that values a work-life balance?* has quarterly in-office chair massages available at no cost to its team members?* has implemented solar panels to help reduce its carbon footprint?At *Amtelco*, we believe in the importance of individuals, the diversity they bring, and the power of teamwork. We listen to our team members and select initiatives that are important to them. Join our family-owned business where we value work-life balance and create a fun, supportive, inclusive environment for our team members to succeed in!*Amtelco* is the leader in developing proprietary applications that are an open platform for critical interoperability in Healthcare and Commercial markets throughout the United States. We have received more than 30 U.S. Patents for telephony software, data handling methodologies, and telephone switching devices!We’re actively seeking an *Implementation Specialist* in our Customer Care department that will contribute to our mission of working with our family of customers to provide the very best products and support, creating a successful long-term partnership.The *Implementation Specialist* learns about the software, trains our customers to process calls and complete coding proprietary to Amtelco software, creates site-specific documentation, develops reference materials and movies for Amtelco’s TechHelper website, and assists our many customers in various ways through phone and e-mail interactions as well as on-site visits. Additionally, this position works closely with our Implementation Specialist Team Leads, Senior Implementation Specialists, and the Project Management Team.This full-time position is based at *Amtelco’s* corporate headquarters in McFarland, WI and reports to our Implementation Team Director.*How will I make an impact?** Work with the Implementation Team, other team members, and independently to learn new software & its best practice rollout to customers and implement existing software better* Educate customers on programming features associated with and on the operational use of software upgrades and new installations* Lead agent training and more basic project training sessions remotely* Document project training sessions* Create custom documentation for call processing and programming* Suggest call processing, telephony programming, and script flow improvements for individual customer sites* Assist operators on cutovers* Respond to and validate customer concerns and reach out for proper follow-up* Provide the Implementation Specialist Team Lead with project updates and concerns, completing project steps in a timely manner* Troubleshoot software bugs with the Implementation Specialist Team Lead and Senior Implementation Specialist, including the installation of new software* Advocate for streamlined programming enhancements and future software development to the Team Lead* Assist Senior Implementation Specialists with template design content for uptraining new Implementation Specialists and customers* Attend and actively participate in team and implementation meetings* Provide post-cut support on reports, dashboards, and data maintenance routines* Reply to customer emails from a shared inbox and follow proper delivery protocol* Become an expert in specific areas of software including Amtelco’s secure messaging platform* Present at conferences in Madison, WI and perhaps other locations nationally*What does success look like in this role?** Bachelor’s degree preferred; associate degree required* Experience in answering service and/or hospital environments preferred* Proficiency in Microsoft Office Suite, including Excel and Access* Familiarity with Camtasia preferred* Technical proficiencies* Strong problem-solving skills, attention to detail, and multi-tasking abilities* Excellent communication and customer-service skills* Reliable with a professional attitude* Ability to *travel* throughout North America *up to 25%* of the time _*required*__Amtelco chooses not to employ persons who require sponsorship for an employment visa, such as an H-1B visa. Being permanently authorized to work in the U.S. and able to physically work in our McFarland, WI office is a precondition of employment._Job Type: Full-timePay: $19.23 - $24.03 per hourExpected hours: No less than 40 per weekBenefits:* 401(k)* Dental insurance* Employee assistance program* Flexible schedule* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Vision insuranceEducation:* Associate (Required)License/Certification:* Driver's License (Preferred)Ability to Commute:* McFarland, WI 53558 (Required)Ability to Relocate:* McFarland, WI 53558: Relocate before starting work (Required)Willingness to travel:* 25% (Required)Work Location: In person

Created: 2025-08-12