About the position
Position Duties:
- Lead design of all new projects and change requests
- Manage and utilize ticketing software
- Point of escalation
- Own tickets and empower customers with solutions, advice, and/or resolutions
- Configuration, testing, and issue resolution
- Provide phone support
- Become a product expert
- Find ways to correctly and accurately capture customer feedback to help shape and influence the product roadmap
- Foster client product knowledge
- Project management: (1) All tasks for a project are executed within budget, scope, and timeline expectations (2) Work with and coach Associate consultants on how to own and serve
successful clients
- Work with product team on client enhancements and roadmap adoption
- Occasional weekend on call due to peak session or team availability constraints
- Work with and coach Associate consultants on how to own and serve successful clients
Responsibilities
• Lead design of all new projects and change requests
• Manage and utilize ticketing software
• Point of escalation
• Own tickets and empower customers with solutions, advice, and/or resolutions
• Configuration, testing, and issue resolution
• Provide phone support
• Become a product expert
• Find ways to correctly and accurately capture customer feedback to help shape and influence the product roadmap
• Foster client product knowledge
• Project management: (1) All tasks for a project are executed within budget, scope, and timeline expectations (2) Work with and coach Associate consultants on how to own and serve successful clients
• Work with product team on client enhancements and roadmap adoption
• Occasional weekend on call due to peak session or team availability constraints
• Work with and coach Associate consultants on how to own and serve successful clients
Requirements
• Bachelor’s degree in Industrial Engineering or related
• 48 months of experience as a software developer
• 4 years of experience in software support or implementation
• Troubleshooting and developing SQL queries and experience in XML and JSON file formats
• Experience in XML and JSON file formats