Support Consultant - Senior

Lawson Software provides business application software and consulting services that put time on the side of services organizations in the healthcare, retail, government and education, banking and insurance and other markets. Lawson's software suites include enterprise performance management, distribution, financials, human resources, procurement, retail operations and service process optimization. Headquartered in St. Paul, Minnesota, Lawson has offices and affiliates serving North and South America, Europe, and Africa.The Support Consultant provides application and technical support for Lawson products and designated third party products to customers, partners and company associates. Support is provided via online support tools and telephone. This position is responsible for all incoming cases, including critical cases and escalations. The focus for this position is to provide application and technical support on a broad spectrum of products to specified customers within a region and provide necessary language translation. The position is responsible for resolving cases within a defined timeframe using standard processes and managing a queue of cases to ensure all service level agreements and customer satisfaction goals are achieved. This position requires broad application and/or technical knowledge as well as good trouble-shooting skills and excellent customer service skills.Responsibilites:

Responsible for providing quality application and technical support
via online support tools and telephone

Develop, demonstrate and maintain skills necessary to support a broadsuite of pro ducts that may include human resources, manufacturing, procurement, distribution, financials, web technologies, and other underlying technologies such as operating systems and databases.

Demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing

Demonstrate excellent oral and written skills e.g., case notes, problem tracking notes, knowledge base articles .

Complete and maintain required product certifications on current and new applications and technologies.

Manage assigned cases in order to meet defined service levels

Responsible for all customer interactions/communications related to support cases

Responsible for adding to and maintaining self service content

Foster teamwork and collaboration across all teams

Provide language translation

Identify possible improvements related to work processes and tools

Responsible for meeting or exceeding established customer satisfaction ratings

Other duties as assignedQualifications:

2 years of experience providing support or consultancy on business
software systems

Sound business understanding and functional knowledge in one or more of the following areas: Financials, Logistics, Order Processing, Manufacturing.

2 years experience with relevant technologies such as Windows and i-Series operating systems, DB2 database, WebSphere, and application servers

Excellent written and spoken English

Experience providing support or consultancy on Movex, or experience as a key user of Movex

Experience providing support or consultancy on other ERP packaged software, or experience as a key user.Lawson offers a competitive benefits package that includes: Medical
and Dental Benefits, Life and Disability Insurance, 401 k Retirement
and Profit Sharing Plan, Employee Stock Purchase Plan, Flexible
Spending Accounts, Flexible Time Off, Employee Assistance Program,
Tuition Reimbursement, and a Corporate Workout Facility.Lawson is an Equal Opportunity Employer M/F/D/V
~extJob Requirements
Please see Job Description