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GS Principal Consultant

To be filled by recruiter
MY

Position Summary

The Principal 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 Principal Consultant consistently acts independently while researching and developing solutions to customer issues. The Principal Consultant guides team members to manage service request queue and is capable to handle critical situations. The Principal Consultant completes assigned duties with minimal direction from management.

 

Essential Job Functions

  • Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors. Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results.  Effectively manage and customer escalations associated with complex problems. End result should be high level of customer satisfaction.
  • 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.
  • Drive production of product knowledge for self-service consumption.
  • Consistently instruct internal and external customers on resources available for self-service (e.g. eService).
  • Demonstrate initiative in acquiring product skills in two or more product families within or across product lines on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
  • Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems. Oversee and report on installation testing as these products move through the product release cycle.
  • Drive resolution issues with R&D during the product problem resolution cycle.
  • Define and report on product supportability and readiness issue during the product life cycle.
  • Assist in the scheduling of team resources
  • Identify continuous improvement activities that will enable effective and efficient service to our customers.
  • Provide on-site support and after hours coverage as required.
  • Lead in team training for new products or product releases and develop technical papers.

 

Requirements

Skills

  • Ability to react immediately to real time situations, exercising sound judgment in meeting service expectations of the customer and company.
  • Strong complex technical problem-solving ability.
  • Ready to constantly develop his / her skills, qualifications, knowledge and soft skills (learning orientation)
  • Strong understanding of all Software AG products in his product line and is skilled with in-depth
  • knowledge of at least all core products
  • In-depth Dump analysis and debugging skills
  • Understand the company organization and the role of Support and R&D within it.
  • Awareness of the product life-cycle for your product line and the impact to support.
  • 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
  • Excellent interpersonal and written communications skills. Refine professional, interpersonal and customer relations’ skills
  • Ability to interact with customers by providing support via phone, web, and email; as well as team oriented
  • interaction with all Support teams, field, and operational organizations
  • Strong negotiation skills

 

Education and Experience

  • Bachelor’s Degree or higher in fields such as (but not limited to) Engineering, Business, Finance, Accounting, etc. or equivalent experience
  • Typically 5-9 years of relevant product line experience
  • In-depth relevant technical knowledge of multiple platforms
  • Strong understanding of database, application development, or web services.
  • At least four years of experience in a customer service or support role (e.g. Help Desk, direct end user contact or support)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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