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Ticomix


Consultant

Consultant


Ticomix


consulting

 

consulting

 
This job post is closed and the position is probably filled. Please do not apply.
\nThe Consultant position is responsible for providing customers with solutions to complex problems and requests, as well as assisting Support Analysts with resolution of client incidents.  Fundamental skills include listening, analysis, creative thinking, attention to detail, and effective communication.\n\nSpecific Duties & Responsibilities:\n\nProvide technical assistance to Support Analysts:\n\n\n* Promptly respond to Support Analysts requests for assistance to troubleshoot software issues\n\n* Perform diagnosis, troubleshooting, and identify solutions to problems in their area(s) of expertise\n\n* Determine whether resolution likely requires work that is out of contract scope and if so facilitate obtaining estimate and approval of the additional work. (This may require communication with other support staff, account rep, and customer.)\n\n* Determine whether resolution requires escalation to software manufacturer support, and if so determine whether customer prefers to handle themselves or provides approval for Ticomix facilitation of manufacturer support.\n\n* Identify and follow up on opportunities for other solutions/services when working with customers\n\n* Ensure that lines of communication are clearly defined and provide frequent and proactive communication to customer and/or Support Analyst during the course of incident resolution\n\n\n\n\nProvide sales support to Account Representatives:\n\n\n* Promptly respond to Account Representatives  requests for sales assistance to help identify appropriate solutions and defined preliminary scope and estimates for services\n\n* Assist in demonstrating advanced software features on customer sales demonstrations\n\n* Identify and follow up on opportunities for other solutions/services when working with customers\n\n\n\n\nImplement minor projects for customers in a self-directed manner:\n\n\n* Investigate customer requirements and determine scope of work\n\n* Fully accountable for managing all aspects of project to the client’s satisfaction, including on-time/on-budget implementation and thoroughly testing all work related to project to release a quality end result.\n\n* Determine when escalation to other Ticomix staff is required, and if so facilitate communications as needed\n\n* Identify when project requires work that is out of contract scope and if so facilitate obtaining estimate and approval of the additional work. (This may require communication with other support staff, account rep, and customer)\n\n* Manage issues identified during project. When issue resolution requires escalation to software manufacturer support, determines whether customer prefers to handle themselves or provides approval for Ticomix facilitation of manufacturer support.\n\n* Ensure that customer receives frequent and proactive communication during the course of all work\n\n\n\n\nExecutes tasks on larger/more complex projects at the direction of Project Lead:\n\n\n* Fully accountable for managing all tasks delegated to them by the Project Lead (primary consultant assigned to a major project, typically a Principal Consultant), including on-time/on-budget execution of their tasks and thoroughly testing work to release a quality end result.\n\n* Determine whether escalation to other Ticomix staff is required, and if so facilitate communications as needed\n\n* Identify when project requires work that is out of contract scope and if so report to the Project Lead\n\n* Manage issues identified during project that are specific to their assigned tasks. When issue resolution requires escalation to software manufacturer support, determines whether customer prefers to handle themselves or provides approval for Ticomix facilitation of manufacturer support.\n\n* Ensure that Project Lead receives timely updates on assigned tasks to facilitate  frequent and proactive client communication\n\n\n\n\nMaintain customer and knowledge information records:\n\n\n* Verify and update contact name, phone, email, and remote access information in the Ticomix system as needed\n\n* Maintain documentation and copies of any relevant work product in customer’s directory in the Ticomix system, with sufficient detail that another consultant of comparable skills could quickly provide support if needed\n\n* Create knowledge records capturing incident resolution when resolution for incident was not found in the Ticomix knowledgebase\n\n* Create template and procedural documentation on the Ticomix system for any work product that has high potential for re-use at other Ticomix clients.\n\n\n\n\nManage incident record:\n\n\n* Create/update the incident record in the Ticomix system so that the incident record is accurate and timely.  The incident record should be sufficiently clear, concise, and up-to-date that other staff could easily take over responsibility of the incident if needed.\n\n* Make sure all time is recorded on the incident record as incurred\n\n\n\n\nMaintain the Ticomix image at all times:\n\n\n* Consistently communicate and demonstrate the Ticomix core values of being on-time/on-budget and following the Golden Rule\n\n* Always strive for a high degree of customer intimacy through paying attention to detail and client satisfaction\n\n* Always be punctual, approachable, efficient, professional, and knowledgeable\n\n* Manage client expectations (customer service)\n\n* Communicate relevant information to clients, technicians, and management\n\n* Establish and maintain a high level of customer trust and confidence\n\n* Maintain and update personal Information Technology knowledge\n\n\n


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