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GS Consultant or Senior Consultant

Software AG Kuala Lumpur

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Position Purpose

The Senior Consultant is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The Senior Consultant routinely acts independently while researching and developing solutions to customer issues. He assists others in problem solving with his specialty knowledge. The Senior Consultant completes assigned duties with little direction from management.

Essential Job Functions

  • Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors. Exercise judgment within generally defined procedures to determine techniques for obtaining solutions. End result should be high level of customer satisfaction.
  • Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
  • Provide consulting services to peers.
  • Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
  • Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
  • Consistently instruct internal and external customers on resources available for self-service (e.g. eService).
  • Demonstrate initiative in acquiring product skills in two or more product families within or across product lines on multiple platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
  • Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.
  • Provide after-hours coverage as needed.
  • Identify team training requirements based on staff feedback.

Requirements

Skills

  • Proven strong complex technical problem-solving ability
  • Ready to constantly develop his / her skills, qualifications, knowledge and soft skills.
  • Understanding of all Software AG products in his product line and is generally skilled with in-depth knowledge of multiple core products
  • Ability to effectively prioritize customer problems and manage multiple requests/expectations at once
  • Recognized as a team member who is actively involved in attacking issues, while maintaining an excellent attitude contributing to the overall high morale of the team
  • Excellent interpersonal and written communications skills. Continue to develop professional, interpersonal and customer relations’ skills
  • Ability to interact with customers by providing support via phone, web, and email; as well as team-oriented interaction with all Support teams, field, and operational organizations
  • Strong diagnostic and debugging skills

Education and Experience

  • Bachelor’s Degree or higher in Engineering or equivalent experience
  • Typically 3-7 years of relevant product line experience
  • In-depth relevant technical knowledge of multiple platforms
  • Conceptual understanding of database, application development, or web service technologies.
  • Expertise in program logic applicable to the product lines.
  • At least three years experience in a customer service or support role (e.g. Help Desk, direct end user contact or support)

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