Omnitrack Implementation and Support Specialist

About the role

The Implementation and Support Specialist at VinciWorks will work with our latest software technology, Omnitrack. You will support our Team Lead through the pre-sales process and then work directly with our clients, guiding them through the technical aspects of the onboarding and implementation process. You will then continue with the customer through their journey, working to solve their problems and liaising with the product team to help shape Omnitrack’s future.

Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain technical ideas in simple terms, dig deep into the software where needed and translate the customer experience into feedback and product specifications.

This is an excellent opportunity for a person who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. A familiarity with project management, Excel, or SQL is a plus, but you can succeed in the role without formal training in these areas.

As part of your role, you will:

• Support the pre-sales process with Omnitrack logic diagrams
• Transform that logic diagram into a working Omnitrack process with a client-specific workflow
• Understand how the client will utilise Omnitrack through system integrations and configuration
• Regularly communicate with clients (online meetings and emails) to gain a deep understanding of how they use Omnitrack and use that understanding to improve the product
• Understand and analyse technical requests and issues to ensure that we are addressing them accurately and comprehensively
• Address and solve identified client technical issues directly
• Use creativity to temporarily alleviate the impact of technical issues if a solution is not immediately possible
• Be interested in learning how to investigate product bugs and understand databases (JSON/SQL) to find underlying root causes
• Describe the results of your investigations in a ticket for the Development Team
• Work collaboratively with other members of the Support Team to manage open client tickets effectively
• Manage client expectations and provide an estimated timeline to technical resolution
• Facilitate inter-department work and communication on more complex Omnitrack projects

• Customer empathy – understand what the customer really means
• Excellent written and verbal communication
• Equally excellent listening skills
• Imaginative problem solving
• Attention to detail and quality – ownership of your work
• Ability to handle multiple projects and manage varying timelines
• A big plus for demonstrated familiarity with SQL, advanced Excel skills or JavaScript

This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.

The salary range for this position is 11,000 – 16,000 NIS per month, depending on skills and experience.

Founded in 2004, VinciWorks is a profitable and fast-growing company passionate about delivering state-of-the-art products in e-learning, regtech, risk and compliance. VinciWorks has established itself as a global authority in risk and compliance software and training.

VinciWorks has a flexible, friendly work environment with a bright, passionate and collaborative team.

VinciWorks is an exciting place to work. Over the past year, our workforce has doubled in size as we have merged with other businesses to become a global leader in our industry.

Our core values are:

• You don’t need permission to innovate
• Nothing should be done today just because it was done yesterday
• Say what you think
• Take responsibility
• Aspire to understand the business end to end
• Always be growing
• Embrace hard decisions and move fast
• Open communication is more efficient than rigid process

Work-life balance at VinciWorks is important. We can discuss personal situations as they arise so that your needs and the needs of our team are met. We are here to make it work!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.