- Established standards for workflow assessments and integrations- Participated in every product implementation to ensure consistency of standards- Provided Level III support- Continued responsibilities as an Implementation Specialist

Implementation: - Managed and held accountable for all tasks assigned by Project Manager. - Executed day-to-day operational aspects of each project and its scope, including effectively participating in project meetings/calls, troubleshooting project issues to their resolution, identifying and executing project escalations to ensuring clear next steps are outlined at each point. - Ensured project documents/information is complete, current and effectively transitioned to support management. - Effectively assessed, developed, presented and implemented workflows based on the needs and requirements of new and existing customers. - Responsible for the installation, configuration and support of all hardware and software sold to customer by Voicebrook. - Provided high quality one on one training to new and existing customers for all Voicebrook products. Customer Support: - Answered, evaluated and prioritized incoming telephone, voicemail, e-mail, and in-person requests for assistance from customers experiencing problems with any application within the Voicebrook suite, customer specific customizations, and workflow. - Handled problem recognition, research, isolation, resolution and follow-up for all assigned customer support and service requests. - Maintained detailed support tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and level III team members during escalations. - Maintained quality-conscious interface via phone/email with technical and non-technical clients. - Provided on-call "after-hours" support based on needs as defined by the Director of Professional Services.