Services Technical Implementation Consultant
7 days ago
You will provide technical support for the world's leading developer of commercial maritime shipping software, assisting clients via phone, email, web sessions, and in person. You will manage and document daily reported issues in our bug tracking system. You will collaborate with consulting and project management resources to execute client engagements. As an SME on our platform, you will liaise closely with our Infrastructure and Engineering departments to drive efficient solutions that contribute to employee and customer success.
Essential Duties and Requirements- Works in client projects, being the main contact for technical aspects including reports customization, master data upload, and integration in new client projects and migrations.
- Provides training to other members in the PS organization on technical topics.
- Write transformations (using XSLT) to convert file formats and update systems.
- Acts as a second level for technical problems assisting the TS organization.
- Collaborate independently and within teams to diagnose technical issues at a Subject Matter Expertise level.
- Consistently provide excellent customer service.
- Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack.
- Regularly communicate with management, both verbally and in writing, on the status of initiatives in a professional and understandable manner.
- Communicate with customers at all levels of the organization.
- Diagnoses login, application, email, hardware, performance, and advanced connectivity issues, providing reasonable and accurate estimates of time to completion.
- Creates and maintains documentation and training materials, using standard templates.
- Manages priorities with minimal guidance.
- Researches and recommends solutions to enhance experiences for employees (internal tool sets/technical debt) and customers.
- Managing JIRA cases and following runbooks to complete Client requests.
- Attention to detail and able to follow detailed instructions.
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