Support Consultant

SoftBrands is a global leader in providing next-generation enterprise software for businesses in the hospitality and manufacturing sectors. With more than 4,000 customers in over 60 countries, SoftBrands has established a worldwide infrastructure for distribution, development and support of enterprise software.
Summary:
This position exists to provide application support to customers via telephone, email or other modes of communication within a specified area of product functionality, by successfully answering questions on functions and usage of software applications, and by performing some database troubleshooting and analysis using database tools and utilities. This job reports into the Team Leader of Support for Manufacturing in the Americas. Other support consultants around the globe are peers to this position.

Essential Duties and Responsibilities (% of time on each):
Analyze customer information to identify problems and concernsPerform problem research and testing when necessaryDeliver high quality and timely resolutions to problemsInitiate follow-up to other service areas when appropriateDocument customer contact activity and maintains accurate problem resolution data in the Call Management SystemUses tools such as web conferencing, instant messenger, emails and other available electronic tools to solve customer issuesProvide written data, documenting issues, problems and solutions for publication in Customer Support newsletter and knowledge base systemTrack and manage resolution of software deficiencies on customers behalfMake best use of the available knowledge base to resolve customer issuesWork effectively with other SoftBrands departments in the interest of servicing customersUnderstand and recommend SoftBrands' products and or other product utilities when appropriateInitiate self learning and enhancement of skills and competencies in different areas / modules of the product (s)
REQUIREMENTS
Essential Education, Skills and Environment:

Education and Work Experience:
Graduate DegreeMinimum 3 years of experience in the manufacturing Domain/ Technology/ Function in supportExperience in IT or manufacturing industry

Other key Skills & Abilities:
Customer Service Skills: relationship management, determining caller needs, telephone skills, managing customer expectations, dealing with personal and customer emotionsTraining & Development Skills: Course Presentation & Development of materialsTeamwork Skills: Working cooperatively, collaboration, global aspects, etc.Interpersonal Skills: Stress Management, Time Management, Manage PrioritiesProject Management skillsProcess & Procedure managementQuality of Service managementKnowledge of Financial Work Flow

Essential Applications:
Knowledge and use of support tools: (Pivotal, utilities, WebStar, WebEx Conference & Session, KB Agent, SQL query analyzer, MS Office: Word, Excel, Access, Outlook, PowerPoint)Knowledge of database schemaKnowledge of application softwareTechnology Skills: Workstation OS, Server OS, Networking, Security, AD, SQL, etc.Material Resource Planning (MRP) KnowledgeRevenue management

Work Environment and Physical Demands:
General office environment.Considerable stress may occur at times, but no special physical demands requiredOccasional travel

Additional Information:

FLSA Status
Normally considered exempt