Digital Solutions Consultant

11 hours ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €80,000 - €100,000
About This Role

We are seeking a highly skilled and experienced Customer Success Product Consultant to join our team.

This is a hands-on customer-facing role with a strong focus on delivering solutions within Service Level Agreements (SLAs).

You will work collaboratively with colleagues within the Customer Success team and other internal functions to deliver increasing value and success for our customers.

  1. Provide L1 and L2 support directly to customers and resolve issues to customer satisfaction.
  2. Monitor tickets assigned to the Support queue and process based on agreed SLAs and priorities.
  3. Respond to assigned tickets/tasks in accordance with SLA guidelines.
  4. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  5. Document all relevant information in relation to customer issues.
  6. Learn FlowForma product to enable better understanding, troubleshooting, and resolution of customer issues at L1 Support and L2 Support.
  7. Access product release notes, knowledge bases, and FAQs to aid in issue resolution.
  8. Help update and maintain any Support documentation as required.
  9. Record any customer feedback for continuous improvement.
  10. Look for opportunities to help customers drive further adoption and increase their ROI in our platform.
  11. Provide consultancy services to customers on the implementation of our solutions.
  12. Provide estimations to management and sales staff on the implementation of our solutions.
  13. Implement our solutions to customers to a timeframe agreed with management using company best practice procedures.
  14. Keep customers up-to-date on progress and regularly obtain and share customer feedback internally to drive improvements.
  15. Onboard and enable new customers to our platform.
Key Skills and Qualifications
  • Experience as an IT software or systems consultant (or similar role) working on projects for external customers is an advantage.
  • Experience with MS SharePoint, M365, Azure SQL.
  • Experience onboarding customers to SaaS solutions is an advantage.
  • Strong technical, documentation, and presentation skills.
  • Cross-industry experience is a plus.
  • WebServices/API integration experience is an advantage.
  • Experience with other Business Process Automation tools is an advantage.
  • College graduate preferably with a qualification in technology.
  • Any formal Microsoft 365 and SharePoint certification would be advantageous.
  • Good technical knowledge with MS SharePoint, SQL, and M365.
  • BPA and Improvement techniques are an advantage but not essential.
Additional Information

Flexibility in terms of business travel around Dublin, countrywide, and internationally if required. Project-driven work requirements with occasional extended hours as needed to meet deadlines.

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