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GS Consultant (2 Positions)

Kuala Lumpur
MY

Position Purpose
The Consultant is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The Consultant can independently handle moderately complex technical problems in his area of product expertise, and can develop solutions through research, collaboration, or problem replication. He works with general guidance from senior consultants and management, and in some areas may work independently.

 

Essential Job Functions

  • Provide professional, courteous, and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, and resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. Result should be high level of customer satisfaction.

 

  • Independently conduct analysis and research of moderately complex technical customer problems. Involve more senior personnel in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.

 

  • Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.

 

  • Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.

 

  • Consistently instruct internal and external customers on resources available for self-service (e.g. eService).

 

  • Demonstrate initiative in acquiring product skills in a single product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.

 

  • Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.

 

  • Provide after hours coverage as required.

 

Requirements

Skills

  • Proven technical problem-solving ability

 

  • Ready to constantly develop his / her skills, qualifications, knowledge, and soft skills (learning orientation)

 

  • Ability to effectively prioritize customer problems and manage multiple requests/expectations at once

 

  • Recognized as a team member who is actively involved in attacking issues, while maintaining an excellent attitude contributing to the overall high morale of the team

 

  • Proven technical problem-solving ability

 

Education and Experience

  • Bachelor’s Degree or higher in fields such as (but not limited to) IT, Engineering, etc. or equivalent experience

 

  • Typically, 2-5 years of relevant experience

 

  • Technical knowledge of UNIX/Linux, Windows

 

  • Good exposure to webMethods core components such as – Integration Server, Universal

 

  • Messaging, Designer, Broker Server, Deployer, MWS, JDBC Adapter

 

  • Good understanding of webServices, REST and SSH protocol

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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