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.