RemoteTravel is estimated at less than 30% and may include onsite training, implementation support, client engagements, conferences, or training events.
An associate degree in Information Technology, Business Administration, Public Administration, Communications, or a related field, or equivalent work experience.
At least two years of software support, technical support, implementation, or customer-facing technology experience.
Experience supporting and configuring software-as-a-service applications and assisting end users.
Experience conducting customer training and software onboarding.
Strong customer service, written and verbal communication, documentation, and organizational skills.
Analytical, troubleshooting, and problem-solving abilities.
Ability to manage multiple implementations and support priorities simultaneously.
Ability to explain technical concepts clearly to technical and non-technical audiences.
Working knowledge of Microsoft Windows, Microsoft 365, modern web technologies, browser troubleshooting, authentication, single sign-on, and identity management concepts.
Ability to configure user roles, permissions, templates, workflows, and application settings.
Responsibilities
Lead new-customer implementations from discovery through go-live, defining scope, milestones, responsibilities, dependencies, risks, and success criteria.
Conduct discovery sessions with clerks, administrators, information technology staff, and other stakeholders to understand legislative processes, approval paths, publishing requirements, security needs, and desired outcomes.
Translate customer requirements into practical system designs and configure meeting types, agenda workflows, item routing, voting processes, templates, user roles, permissions, notifications, public portals, and related settings.
Advise customers on best practices for agenda preparation, meeting administration, voting, minutes, records access, and public transparency.
Coordinate data migration, configuration reviews, system validation, user acceptance testing, issue remediation, launch readiness, and go-live support.
Deliver role-based onboarding and training through demonstrations, guided practice, and customer-specific scenarios; conduct post-implementation reviews to reinforce adoption.
Create and maintain implementation records, configuration documentation, training materials, process guides, and knowledge base content.
Diagnose and resolve issues involving agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, accounts, permissions, authentication, browser compatibility, and application configuration.
Support livestreaming and video workflows, including recording, publishing, indexing, archiving, and playback.
Document troubleshooting steps, customer communications, decisions, and resolutions; escalate software defects, integration failures, and infrastructure concerns with clear reproduction details and business impact.
Partner with Product, Development, Quality Assurance, Customer Success, and Support to resolve complex issues, share customer feedback, and improve implementation and support standards.
Provide occasional after-hours support for live meetings, publishing deadlines, voting sessions, or other critical governance events.
Travel for onsite training, implementation support, team meetings, client engagements, conferences, or training events; travel is estimated at less than 30%.
About Us:
MCCi is a premier provider of intelligent business process automation solutions and a trusted partner to over 2,000 organizations across state and local government, education, and select commercial entities throughout North America. Through our JustFOIA and JustMeetings software platforms, and as the world's largest Laserfiche solution provider, we prioritize client delight. Our solutions suite and commitment to client delight enable us to positively impact the lives of our clients and those they serve.
About the role
We are seeking a Technical Implementation Specialist to guide government organizations through the implementation and ongoing use of JustMeetings. In this customer-facing role, you will lead implementations from discovery through go-live, configure solutions around each customer's legislative and meeting processes, train users, and provide responsive technical support.
You will serve as a trusted partner throughout the customer lifecycle, helping clerks, administrators, IT teams, council members, and other stakeholders manage agendas, meetings, voting, minutes, livestreaming, public transparency, and records access. Success in this role requires strong technical aptitude, communication, project management, and problem-solving skills, along with the ability to collaborate across Support, Product, Development, QA, and Customer Success.
Occasional after-hours support may be required for live meetings, publishing deadlines, voting sessions or other critical governance events.
Travel is estimated at less than 30% and may include onsite training, implementation support, team meetings, client engagements, conferences or training events.
What you'll do
Lead new-customer implementations from discovery through go-live, defining scope, milestones, responsibilities, dependencies, risks, and success criteria.
Conduct discovery sessions with clerks, administrators, IT staff, and other stakeholders to understand legislative processes, approval paths, publishing requirements, security needs, and desired outcomes.
Translate customer requirements into practical system designs and configure meeting types, agenda workflows, item routing, voting processes, templates, user roles, permissions, notifications, public portals, and related settings.
Advise customers on best practices for agenda preparation, meeting administration, voting, minutes, records access, and public transparency.
Coordinate data migration, configuration reviews, system validation, user acceptance testing, issue remediation, launch readiness, and go-live support.
Deliver role-based onboarding and training through demonstrations, guided practice, and customer-specific scenarios; conduct post-implementation reviews to reinforce adoption.
Create and maintain implementation records, configuration documentation, training materials, process guides, and knowledge base content.
Diagnose and resolve issues involving agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, accounts, permissions, authentication, browser compatibility, and application configuration.
Support livestreaming and video workflows, including recording, publishing, indexing, archiving, and playback.
Document troubleshooting steps, customer communications, decisions, and resolutions; escalate software defects, integration failures, and infrastructure concerns with clear reproduction details and business impact.
Partner with Product, Development, QA, Customer Success, and Support to resolve complex issues, share customer feedback, and improve implementation and support standards.
What you'll need to be successful
Associate degree in Information Technology, Business Administration, Public Administration, Communications, or a related field, or equivalent work experience.
At least two years of software support, technical support, implementation, or customer-facing technology experience.
Experience supporting and configuring SaaS applications and assisting end users.
Experience conducting customer training and software onboarding.
Strong customer service, written and verbal communication, documentation, and organizational skills.
Excellent analytical, troubleshooting, and problem-solving abilities.
Ability to manage multiple implementations and support priorities simultaneously.
Ability to explain technical concepts clearly to technical and non-technical audiences.
Working knowledge of Microsoft Windows, Microsoft 365, modern web technologies, browser troubleshooting, authentication, SSO, and identity management concepts.
Ability to configure user roles, permissions, templates, workflows, and application settings.
What you can expect from us
We really ARE more than a company! We have a passion for growth and hitting goals, but we want to do it together as a team and enjoy the ride as we go.
WE ARE APPROACHABLE.
Want to talk to a member of management or leadership? Walk up and say hi.
WE TRUST YOU.
We don't have a million rules because we believe you will embrace our Culture Code and make good decisions.
WE EMBRACE TECHNOLOGY.
We love it, sell it, support it, use it, and need it.
WE DRESS COMFORTABLY.
We need you to work hard, not wear a tie.
WE ARE KIND.
Being kind, forgiving, empathetic, and respectful can change your life and everyone around you.
WE ENJOY OUR TEAM.
Use your webcam, collaborate, build relationships, and recognize others for doing a great job. You work a lot; make the most of your time here.
WE VIRTUALIZE EVERYTHING.
We strive for 100% inclusion of our remote teammates.
MCCi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.