Are you looking for a customer-oriented job with many variations regarding tasks and responsibilities? Then this role of Support Consultant could be the right fit for you.
You will be part of a multidisciplinary unit that is responsible for delivering solutions to its customers. Part of this unit is dedicated towards new implementations of ‘Miles’ and guides the customer until the go-live and hyper-care period. It is then that the support team, which you’ll be a part of, that takes over.
As a Support Consultant you’ll have two roles:
In your Supporting role, you’ll be the contact point for our customers regarding questions and defects, these will of course be logged through the service desk tool Jira. You’ll give 2nd line/ 3rd line support so you’ll first make sure you have a qualified understanding of the issue. Afterward, you make the full analysis and assist the implementation of the solution. For specific problems, you can rely on your colleagues in development or a subject expert. You will be responsible for monitoring the progress, planning, and informing the customer about the status of the ticket.
The Business Consulting role focuses on the new features for the live customers. You’ll facilitate the requirements gathering, the functional analysis, and the proposal of the solution to the customer. Afterward, you’ll be responsible for guiding the full delivery process. Before the hand-over, you will test the final solution.
Besides the variation between these two roles, you’ll also find variation in the type of questions, issues, and change requests that you will handle. This because ‘Miles’, is a very broad ERP software. So, one day you’ll deal with an issue regarding accounting, the next day an enhancement for contract management or customer relationship management.
Furthermore, because of the close contact with these customers, you’ll be able to help them with the improvement of their business processes or operational performance. For this, you can use your specific experience, knowledge, and creativity.
During the daily scrum meetings, priorities will be set regarding defects and issues. Change requests follow a 2-weekly sprint planning.
You have a master’s or bachelor’s degree in IT, engineering, economics, or equivalent
Because of this dual role, it is important that you work organized and manage your time well. Besides that, you also need to be able to handle changing priorities and stressful situations.
You’ll be solving problems on a daily basis, so it’s best that you enjoy doing this. Also, you’ll need a strong analytical mind.
This is a customer-focused role, so communication skills are crucial and fluently in both German and English.
You not only handle issues from the customer in a quick and organized manner but can also think together with them and are able to anticipate their needs.
Teamwork is important, not just within the support team but with the developers, business consultants, and project managers. You also have the confidence and determination to handle tickets and change requests by yourself when needed.
A challenging job within a growing company, last year we hired 57 people worldwide, 6 in Germany.
The opportunity to work in a modern office, easily accessible with public transport, and with new equipment like an electrical adjustable sitting-standing desk.
Ongoing training to improve or expand your skills, be it technical, commercial, innovative, supportive, or otherwise.
And, of course, an attractive salary package based on your knowledge and experience.
Free drinks, an occasional after-work drink, team events are also included!