New York

Implementation Specialist / Account Support Specialist (NYC area)

Job description          

POSITION SUMMARY: This hybrid position reports to Associate Vice President-Project Management, with direct supervision from Director-Enterprise Accounts. This position is responsible for providing client support through the installation process including the assessment (walk-through) and implementation (rollout) of CyraCom technical applications supporting interpretation and translation at medical facilities within the NY metro area. This is a remote position with expectation of 75% local NYC travel and limited (25%) overnight travel. The successful candidate will attend formalized New Hire Training in Tucson, Arizona, in addition to on-the-job shadowing and training with Implementation Team and Account Management leadership. Training will include CyraCom history, policies, and procedures (including travel and expense management, phone and video equipment utilization and troubleshooting, Account Management Portal, reporting processes and expectations, etc.). As an Implementation Specialist / Account Support Specialist, you will: Be responsible for varying duties while visiting client sites. Perform in-service training to clinical and non-clinical client staff. Training will consist of utilization of CyraCom phone and video interpretation services, along with compliance with client language services policies Perform equipment (phone and video) assembly, including placement or replacement, conduct troubleshooting, and review inventory on client sites. Consult with client contacts on equipment needs and best practices. Generate reports through internal reporting portals, ensuring timeliness of report delivery to client and / or supervisor. Demonstrate an understanding of all facets of implementation, including familiarity with video and phone interpretation, equipment functionality, and compliance requirements for clinical and non-clinical clients. Provide various administrative and account management tasks as assigned by Director-Enterprise Accounts.
Other duties and responsibilities: Candidate will receive assignments from Director-Enterprise Accounts and Associate Vice President-Project Management, with priority given to New York area clients. Candidate may be given limited Account Management responsibilities, under the supervision of Director-Enterprise Accounts. Candidate may also be assigned various Support Team tasks when not scheduled for onsite duties. Exercise a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices. Demonstrate a continued commitment to professional education and industry best practices. Knowledge of CyraCom policies, procedures, guidelines, and ability to follow them. All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action. As an Implementation Specialist / Account Support Specialist, you must have: Excellent spoken and written conversational skills. Ability to use Word, Excel and any other programs that may be needed (including Oracle, ADP Workforce, and proprietary CyraCom Account Management software). Ability to write professional emails. Valid driver’s license. General technical ability – laptop / tablet / smartphone. Advanced technical ability preferred (telephony, networking, video streaming). Ability to work independently with limited direct supervision. Minimum Requirements: Reside in the New York metropolitan area and be able to reach client sites in a timely manner. Able to obtain or demonstrate various credentialing requirements, including health-related screenings (annual flu shots, TB screenings, etc.), background screening, and job-related skills training modules. High school diploma, GED, or equivalent. Ability for 75% local NYC travel and limited (25%) overnight travel. Current and valid U.S. driver’s license. General technical ability with laptop, tablet and smartphone.
Preferred Qualifications: Post-secondary college or technical school education in Business Administration, Software Engineering, Networking or directly related field preferred. Three (3) years of progressively responsible customer service/account management experience in a quota-carrying environment including strong personal computing, smart phone and tablet skills. Training experience, healthcare background and/or phone system expertise. Advanced technical ability preferred. As Implementation Specialist, you must be : Skilled at critical thinking and problem resolution. Skilled at consultative selling and regularly following up with clients; cultivating relationships. Able to legally operate and rent cars for travel throughout the U.S. Able to travel on domestic flights. What else you can expect: Physical Demands: frequent and extensive walking through client sites, including up and down stairs, lifting, carrying, and unpacking boxes weighing approximately 20 lbs. Equipment Operated: Personal computer, printer, smart phone, tablet, fax, copier and telephone equipment. Environmental Factors: This position works from various client locations (hospitals and clinics) with frequent travel between sites. Travel: Ability for 75% local NYC travel and limited (25%) overnight travel.
As a CyraCom Employee, you will be: Customer Service Focused – you know that timely accurate responses and relentless follow through to those in need is critical to providing excellent customer service. Positive – your glass is half full and you impart this attitude with everyone you interface with to build positive rapport. Patient – You understand everyone is not as technically savvy as you are and so you exercise significant patience and diligence. An Active Listener – you know that listening is the first key in trying to find the cause to a problem and use this to your advantage when asking questions to determine root cause. A Team Player – you understand the basics tenets of being a great teammate including being collaborative, having an open mind and doing your part. Self-Managed – you know best how to manage your time and workload to be as effective and efficient as possible in a fastpaced ever changing environment. You understand time management, communication and attendance are critical in this position.
Duties not listed in this position description may be required of the employee at the discretion of management . The incumbent may delegate all or any of his/her duties to qualified personnel; however, such delegation does not relieve him/her of overall responsibility and accountability for the successful conduct of those duties.
WHY WORK FOR CYRACOM? CyraCom International, Inc . is the leading language services provider in the U.S, and has earned several awards and recognitions including being named to the Inc. 5000 list of fastest growing private companies in the U.S every year since 2009. In its 20 years of operations, CyraCom has grown to have nine locations throughout the United States, two international locations, and is showing no signs of slowing down anytime soon.
“We make a difference every day.” CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.
Our employees most often say three things: Culture: You have the resources of a large company with the flexibility and excitement of a start-up. Impact: Your contributions matter; people notice the changes and improvements you create. Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.
COMPANY CULTURE We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal: We celebrate our diverse workforce. We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotions We provide a “business casual” dress code (with “casual Fridays”). On occasion, CyraCom provides a professionally catered luncheon for employees at each of our locations. CyraCom also sponsors occasional “Spirit Days” customized for each location and its employees.
BENEFITS HIGHLIGHTS CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development. CyraCom also provides competitive salaries, along with discretionary bonuses based on individual and company performance. Equal Opportunity Employer CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.
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