WE ARE LOOKING FOR YOU AS:
Support and Implementation Consultant
(all genders welcome)
Reference number AW-NA-280-22-38-01

YOUR BENEFITS AS A SUPPORT and IMplementation consultant WITH US:

• An open-minded, friendly team with an open door policy
• Competitive compensation and a comprehensive benefits package
• Be part of a global leader of premium software designed for the flat glass, window, and door industries
• Opportunity to travel
• Access to best practices and growth opportunities through our owner Constellation Software
  

What you’ll be doing:

• Accurately and proactively creating, following-up on and resolving customer tickets
  through our internal ticketing system
• Identifying and collaborating with internal A+W staff to escalate issues appropriately
  while still providing timely customer follow-up
• Creating and documenting new procedures when standard procedures have failed,
  ensuring issues are resolved in a timely manner
• Establish positive client relationships during engagement for high client satisfaction, and quick deployment
• Diagnosing and resolving routine yet complex technical and production issues
• Deliver implementation and training services, both tasks performed onsite with the customer
  and offsite at the  office (e.g., software configuration and software training)
• Analysis of customer operational processes
• User training and taking the Customer through the switch over to Go Live
• Learn client’s requirements and translate them to process changes and solution needs and
  suggest best client solutions including the necessary (complex) software configuration and customization steps.
• Manage and submit progress reports as per organizational guidelines.
• Collaborate with the sales team on pre-sales intel to establish client needs
• Demonstrate willingness to accept new responsibilities
  
  Travel:
• Up to 20% (average)
  

We are looking for candidates with:

• Strong analytical skills (in depth troubleshooting skills)
• Communicate technical information for fenestration customers to non-technical users
• Simultaneously manage various tasks and projects effectively and proactively
• Basic database knowledge (mainly Microsoft SQL server) including the ability to run and build SQL queries
• Good basic knowledge of current MS operating systems
  - in addition basic networking knowledge is highly recommended
  - FTP and remote desktop skills usage would be advantageous
• Basic hardware knowledge of PC’s, servers and scanner
  
  Communication skill set:
  
• Ability to document/outline issues and requests in writing including all technical aspects
• Good verbal and written communication skills
• Ability to follow through the troubleshooting process from start to finish including communication
  to customer and development or co workers
  
  Character trait set set:
  
• Team player
• Upbeat positive attitude towards coworkers and customers
• Strong will to learn and grow
• Proactive
• Well spoken
  
  Industry / Production Experience (advantageous, but not mandatory):
  
• Windows/fenestration/Glass industry background for a job specifically implementing fenestration
  (A+W Cantor) software solutions
• Production/manufacturing driven environment
• ERP/PPS systems (support and ideally configuration)
  

Education & Experience:

• Bachelor’s Degree in a computer science (or similar education)
  or, alternatively, several years of IT-related and field work on-site experience (mandatory)
• Working with MS SQL queries (mandatory)
• Working within Windows Server environments 2008 and above (advantageous)
• Using trouble-ticketing system (advantageous)
• Diagnosing and resolving application errors via remote tools such as TeamViewer or similar (advantageous)