Technical Implementation and Support Consultant

Purpose

 The Technical Implementation Consultant role is responsible for providing knowledgeable, skilled and professional support to Datasquirt clients, specializing in a particular application, namely CONTACT.  This will be through consulting, implementing solutions, and tier one support for  customers and internal on going end user support.

 

 Functions

 Product Implementation and Support

· Deliver CONTACT Application to end user clients, liaising with the Implementation Manager to ensure the solution deployment is controlled, delivered and successful.

· Work with Product Specialists and developers to ensure the project is delivered with the technical skill required.

· Provide consulting via phone, web, dialup, or onsite within current defined service level parameters.

· Account for time of a minimum of forty hours a week through implementation services, database development, configuration and maintenance and end user training.

· Maintain a thorough record of incidents to provide qualified feedback to the implementation and development teams.

· Manage and implement application upgrades and related documentation.

· Prepare special documentation as required, including “white papers”. 

 Product Support

· Provide Tier One support, consulting via phone, web, dialup, or onsite within current defined service level parameters.

· Maintain a thorough record of incidents to provide qualified feedback to the development team, and solution provider feedback channels – as per the Support Model.

 General

· Display a high standard of professionalism in both service quality and technical knowledge.

· Comply with all reasonable Datasquirt standards, directives and memorandums.

 Skills, Attributes and Education

 

EssentialPreferred

· Ability to understand business processes and principles.

· Tertiary level business and/ or IT qualification.

· Strong problem solving and analytical ability.

· Project Management.

· Strong communication with internal teams and customers.

· CRM / ERP /Helpdesk solution experience beneficial.

· Proven ability in implementation and support environments.

· Understanding of database structure beneficial.

· Initiative, flexibility and a desire to extend into many parts of the business.

· Some SQL knowledge beneficial.

· Proven business writing skills.