Job Description

Software AG is the software pioneer of a truly connected world. Since 1969, we\xe2\x80\x99ve helped 10,000+ organizations turn data into decisions. Our industry-leading suite of , and products creates a flow of data between people, departments, systems, and devices. We connect people and technology for a smarter tomorrow.

Our story goes beyond technology. We put people first \xe2\x80\x93 employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued. We are big enough to compete and small enough to care.

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 acts routinely while researching and developing solutions to customer issues. He / she assists others in problem solving as a team effort. The Consultant completes assigned duties with 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 problems of diverse scope requiring an evaluation of identifiable factors. Exercise judgment within generally defined procedures to determine techniques for obtaining solutions. End result should be high level of customer satisfaction.

Define and drive analysis and often research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.

Provide consulting services to peers.

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).

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 needed.

Identify team training requirements based on staff feedback.

Requirements

Skills

In best case: proven technical problem-solving ability

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

Understanding of all Software AG products in his product line and is generally skilled with knowledge of multiple core products

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. Continue to develop professional, interpersonal and customer relations\xe2\x80\x99 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 diagnostic skills

Education and Experience

Bachelor\xe2\x80\x99s Degree or higher in fields such as (but not limited to) Engineering, Business, Finance, Accounting, etc. or equivalent experience

Relevant technical knowledge of ARIS platforms

Conceptual understanding of database, application development, or web service technologies.

In best case: three years experience in a customer service or support role (e.g. Help Desk, direct end user contact or support)

This job description should not be construed to imply that these requirements and expectations are all inclusive. In addition to items listed, incumbents are expected to follow company policies, adhere to company processes and programs and perform other related duties as assigned.

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

Software AG