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Technical Customer Success Consultant

1 month ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tungsten Automation Full time

The role of a Technical Customer Success Consultant is a mix of Professional Services and Technical Support and is the first technical point of contact for our customers and partners.
You will be a member of our consulting group that delivers configurable solutions to our end users and partners and responsible for providing business critical technical support.
In addition, the position requires frequent interaction with Product Development and Professional Services, to deliver complete, comprehensive solutions and software and process improvement.

Key ResponsibilitiesProject Management and Delivery:
  1. Project work: Work on various projects, ensuring that deliverables and deadlines are met.
  2. Coordinate with Teams: Work alongside Professional Services, Product Development, and other departments to ensure comprehensive solution delivery.
  3. Proactive Issue Mitigation: Identify and address potential project issues and risks early to prevent delays or complications.
  4. Budget and Schedule Adherence: Collaborate with project managers to ensure that projects stay on track both in terms of time and budget.
  5. Requirement Gathering and Design: Work directly with customers and partners to collect requirements, create functional designs, and conduct user acceptance testing.
  6. Technical Configuration and Implementation: Perform the technical configuration of solutions required for deployment, ensuring all systems work as expected.
  7. Training and Support: Provide training sessions for end-users and offer continuous support to ensure successful adoption of solutions.
Technical Support and Problem Solving:
  1. First Point of Contact: Serve as the primary technical contact for customers and partners to troubleshoot and resolve issues efficiently.
  2. Ownership of Issues: Take full ownership of technical issues, working towards resolution and maintaining high customer satisfaction.
  3. Provide Enterprise-Level Support: Deliver phone, email, and web-based support for Tungsten Communication Server products, ensuring top-tier service quality.
  4. Research, diagnose, reproduce, troubleshoot, and identify solutions to resolve customer issues related to application use, design, and configuration.
  5. 24/7 Support Availability: Participate in standby support shifts, providing round-the-clock assistance when needed.
  6. Knowledge Creation: Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
Collaboration and Continuous Improvement:
  1. Cross-Functional Collaboration: Regularly interact with teams like Product Development to improve the solution, ensuring that customer feedback is integrated into future updates.
  2. Process and Software Improvement: Contribute insights from customer experiences to continuously enhance both product functionality and internal processes.
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