Associate Consultant

**Summary**
Reporting to the Professional Services Manager, your role is to:

- Work with Senior Consultants to implement new Smart IQ Solutions.
- Provide second level technical support to Smart IQ Customers, for escalated solution-based feedback.
- Support of recurring managed service customers, health checks, upgrade assessments and proactively reaching out to end customers to ensure customer return on investment.
- Knowledge Management, documenting customer solutions and recurring fixes as you go.
- Attend weekly resource allocation meetings where you will work directly with the Director and Manager of Professional Services in APAC.
- Administer Kimble resource allocation, salesforce engagements and End of Month operations.

**About Smart Communications**
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today's digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications isheadquartered in the UK and

serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications' Conversation Cloud platform includes the enterprise-scale customer

**Who are you?**
We are looking for support analysts or technical consultants, who are eager to learn, humble, work well within a team or by themselves, manage them time effectively and want to build their career in professional services.

Work and learn with the best in the industry, in a fast-paced global company with innovative and market leading products.

**The responsibilities of the role include**:

- Assisting Senior Consultants in project delivery.
- Moderate and maintain the Professional Services support queue.
- Issue Resolution or escalate support tickets as required.
- Communicate, set expectations, and keep good relationships with customers.
- Project management of ticket to resolution.
- Establish and maintain a working relationship with technical and customer success business groups.
- Support of recurring managed service customers, health checks, upgrade assessments and proactively reaching out to end customers to ensure customer return on investment.
- Knowledge Management, documenting customer solutions and recurring fixes as you go.
- Communicating and maintaining the Professional Services Knowledge Base.
- Assisting with Professional Services Administration (on the job training): SalesForce Engagements, Kimble Engagements, End of Month Invoicing / Milestone Recognition.

**What we're looking for**:
**Must have skills/experience**:

- NV1 / Baseline or ability to obtain.
- Firm understanding of software solution design and architecture, with a strong focus on Microsoft technologies.
- Certification and/or experience in the use of Microsoft technologies such as SQL Server, IIS, SSL, SharePoint, CRM,.Net, AD, XML, JSON, Web Services (Rest/SOAP), MS Word, Excel and
PowerPoint, SQL Server.
- Technical skills in HTML, XML, JAVA, Javascript & browser technologies.
- Excellent consultative, verbal and written communication skills, and attention to detail.
- You are a team player with a natural ability to inspire and lead others. You are self-motivated and able to work effectively on multiple projects in a very fast paced environment.
- Technical Bachelor's Degree or relevant experience required.
- Problem solving skills (extensive research and analysis).

**Advantageous skills/experience**:

- You should have a basic understanding of SaaS Technologies and how it works.
- Knowledge of consultive (Business Analysis or Development) approaches to new or existing engagements.
- Must be able to understand basic data structures.
- Experience with AWS/Azure.
- Account Management / Customer Success.
- Experience in a Customer facing role with a Cloud/SaaS provider.
- BA/BS degree or equivalent work experience.

**We look for the following core competencies in everyone we hire at Smart Communications**:

- Analytical Ability - effectiveness in analysing situations and identifying key issues.
- Planning and execution - monitoring progress, taking action when necessary to rectify situations / meet deadlines.
- Proactive - taking responsibility for making things happen.
- Social Magnetism - taking actions, which show awareness of one's own impact on others.
- Teamwork - collaborating with and promoting collaboration between different parts of the business.
- Technical expertise - keeping up to date technically within one's own functional area.
- Adaptability - stability of performance under uncertainty and pressure.
- Communication & influence - using appropriate interpersonal styles and methods of communication to influence others positively to obtain agreement between different interests.

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