withwisdom - IT Operations & Client Connectivity Specialist
Requirements
• Deliver an exceptional client experience by combining strong technical expertise with outstanding communication and relationship management. • Act as a trusted technical advisor throughout implementation and ongoing support. • Ensure clients feel informed, supported, and confident throughout every stage of the onboarding process. • 3+ years of experience in IT support, technical implementation, systems administration, MSP, or client facing technical operations. • Experience supporting remote users, VPNs, remote desktop technologies, Windows environments, and networking fundamentals. • Strong troubleshooting skills across hardware, software, authentication, networking, and connectivity. • Experience coordinating technical projects involving multiple stakeholders. • Excellent verbal and written communication skills with the ability to explain technical concepts to nontechnical audiences. • Strong organizational skills with the ability to manage multiple client implementations simultaneously. • Ability to work independently while collaborating effectively across remote teams. • Passion for delivering outstanding customer service and building trusted client relationships.
Responsibilities
• CLIENT IMPLEMENTATION & TECHNICAL ONBOARDING • Lead the technical onboarding process for new client implementations. • Coordinate directly with dental offices and their IT providers to establish secure remote access. • Configure, validate, and troubleshoot VPN, TS+, Splashtop, remote desktop, and network connectivity. • Complete technical implementation checklists before practices are approved for go live. • Perform end to end validation including connectivity testing, software access verification, scanning, clearinghouse testing, and remote session stability. • CLIENT CONNECTIVITY SUPPORT • Serve as the primary technical owner for client connectivity issues after implementation. • Troubleshoot remote access failures, VPN issues, authentication problems, hardware failures, printer and scanner connectivity, and workstation performance. • Resolve technical issues from intake through resolution while providing regular status updates to internal teams and clients. • Escalate complex issues appropriately while maintaining ownership of communication and follow through. • CROSS FUNCTIONAL COLLABORATION • Partner closely with Client Onboarding, Operations, Product, Engineering, Revenue Specialists, and Customer Success teams. • Coordinate directly with third party IT vendors to resolve office infrastructure issues. • Translate technical concepts into clear, easy to understand communication for nontechnical users. • Maintain detailed implementation documentation and technical records. • INFRASTRUCTURE & PROCESS IMPROVEMENT • Assist in building and maintaining Wisdom's remote connectivity platform. • Support deployment of company managed VPN and remote access solutions. • Identify recurring technical issues and recommend long term improvements. • Contribute to documentation, knowledge base articles, implementation guides, and standard operating procedures. • Help improve automation and scalability of remote connectivity as the company grows.
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