Job Description
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 Apply tot his job