Support and Implementation Consultant (m/f/o) at A+W Software

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)

We look forward to your application. Please apply via our application portal:
https://jobs.a-w.com/en/jobposting/f0b903457750daf9131d18febd1c7556164f0d8e0/apply
For questions about this job offer, please contact Mr. John Staiano at +1 847 374 3620.