Implementation Specialist I
Who We Are:
We’re RealWork, a team of builders and problem-solvers based in Austin, Texas. Our mission is to help home service professionals earn the trust they deserve online.
RealWork is the marketing engine behind thousands of contractors nationwide. We transform their best jobs into SEO-optimized stories, photos, and reviews that drive growth. Through integrations with leading field service platforms, we automate review generation and creating job-level content - so every contractor’s online presence can finally reflect the quality of their real work in the field.
RealWork is based 100% in the US and headquartered in Austin, TX.
The Implementation Team at RealWork is responsible for managing added services and providing much of the backend support for our customer base. The Implementation Specialist will play a critical role in the success of our clients by providing some of the tasks detailed below. While the majority of the tasks performed by the Implementation Team are technical in nature, this position is considered client-facing so you must be comfortable speaking to clients on the phone, and having Zoom meetings when needed, as this will be part of your day-to-day activities.
- Work with client base to assist in establishing CRM (Zapier and/or direct) integration with the RealWork platform
- Perform Integration Audits to ensure integration between client CRM and RealWork is working properly
- Troubleshoot and provide feedback on issues that are impacting customers
- Complete a high volume of Digital Marketing content for our customer base
- Troubleshoot product integration issues and act as an intermediary between customers and the RealWork Product & Engineering team
- Maintain high levels of quality with minimal rework
- Maintain Salesforce by accurately updating records and work closely with Customer Success to support customer issues
- Gain a broad knowledge of our products to answer a wide variety of customer questions
- Help create best practices for implementation processes of an evolving product
- Supporting the Customer Service Inbound Queue during peak times
- Install RealWork web widgets on customer sites with consistency
- Consult with customers and customers’ web and marketing teams on implementation best practices
- Edit website layout/user interface by using responsive HTML/CSS practices
- Prepare and maintain CSS code library and Internal Confluence FAQ
- Other ad hoc tasks as assigned
- Strong understanding of, and experience with, Zapier
- Special consideration given to those with experience working with Housecall Pro, Jobber, CompanyCam and similar FSMs
- Understanding of Search Engine Optimization process
- Strong understanding of how web applications work, including security, session management, and development best practices
- Experience with Salesforce preferred
- Experience with Google Sheets and an understanding of data formulas
- Experience with Facebook Business Manager desired
- Experience with Canva/Photoshop preferred
- Strong knowledge of and experience with modern responsive HTML/CSS
- 1+ years of experience supporting website design and development
- Experience with WordPress, Wix, GoDaddy, etc.
- Previous customer service experience required
- Strong written and verbal communication skills
- Strong organizational skills including attention to detail, time management and multi-tasking
- Adaptable to learning new technologies, prioritizing responsibilities quickly, and purposefully achieving goals
- Ability to solve problems with a creative approach
- Strong and independent troubleshooting skills required
- Deadline and process-driven work history
- Ability to work cross-functionally and collaboratively in a start-up environment
- Comfortable with changing processes and procedures and strong ability to learn with little documentation
Why Join RealWork?
- Startup environment within a stable, industry-leading company
- Competitive salary and commission structure
- Excellent Health, Dental, Vision and Parental Benefits
- Regular team outings & events
- Flexible PTO
- 401(k)
RealWork is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local, state, and federal law or ordinance.
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