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Support Consultant Specialist / United States

M-Files provides a next-generation intelligent information management platform that improves business performance by helping people find and use information more effectively. Unlike traditional enterprise content management (ECM) systems or content services platforms, M-Files unifies systems, data and content across the organization without disturbing existing systems and processes or requiring data migration. Using artificial intelligence (AI) technologies in its unique Intelligent Metadata Layer, M-Files breaks down silos by delivering an in-context experience for accessing and leveraging information that resides in any system and repository, including network folders, SharePoint, file sharing services, ECM systems, CRM, ERP and other business systems and repositories. Thousands of organizations in more than 100 countries use M-Files for managing their business information and processes, including NBC Universal, OMV, Rovio, SAS Institute and thyssenkrupp.

For more information, visit www.m-files.com.

We are looking for a skilled individual to join our global Customer Support team in Plano. As an M-Files Support Consultant Specialist you will play a critical role in driving our success. You will be part of our highly skilled Customer Support Team and responsible for delivering high quality product support to customers all over the world. You will be expected to have a comprehensive understanding of the M-Files software product offering and ancillary components.  You will act as a technical resource on the Support team and will need to work with other internal teams to develop and deploy solutions on a varying number of Customer engagements.

Key qualifications for this position:

  • Prior experience supporting/deploying/managing with other Document Management Solutions
  • Strong hands-on experience with Windows environments, good understanding of computer networks
  • Ability to work directly with the customer
  • Ability to support multiple ongoing cases across varying customers
  • Experience in technical problem solving and prioritizing skills
  • Fluent in written and spoken English
  • Self-starter with excellent technical communication skills
  • Sc. or M.Sc. in Information Technology or equivalent experience
  • Demonstrate "superior" expertise at team level
  • Recognized as a solutions expert from whom colleagues can consult for advice on cases related to vault structure or solution specific configuration
  • Acts as a specialist resource for cases involving customer solution configurations
  • Actively follows information technology development, M-Files release plans and identifies competence development needs at own areas of expertise
  • Drives for development, innovates, and creates best practices to take responsibility of piloting new technologies
  • Able to independently pilot new technologies
  • Service minded, well spoken, emphatic but determined in customer interface, able to "sell" ideas and engage customers in problem resolution.

Responsibilities:

  • Monitor and prioritize service requests, manage escalations, and participate in solving technical challenges to ensure prompt and high-quality solutions
  • Handle customer focused technical support and on-time deliveries that meet and exceed Customers' expectations
  • Provide functional guidance for customers such as but not limited to using search, creating views, creating import/export jobs, replication guidance, in-depth API/Developer level questions, setting up web access or RPC over HTTPS, implementing "best practices", high level product training (not to substitute for training packages), and any other usability guidance
  • Assist in configuring and recommending customer solutions that fall outside of a Professional Services engagement
  • Ensure deployments exceed customer expectations for quality and reliability
  • Work on all aspects of M-Files deployments, including but not limited to customer system configuration and troubleshooting usability cases such as workflows, metadata card configurations, permissions, integrations, Windows server configurations, vault applications, product add-ons, and any additional customer specific software components implemented by PD
  • Collaborate with Cloud Operations, Support, and Technical Consulting teams for solution design
  • Ability to work with customers to identify and clarify their needs
  • Understanding of vault infrastructure and capacity to resolve/avoid performance issues by utilizing capacity planning measures
  • Able to setup various SSO mechanisms such as OKTA, Azure AD, Google, along with configuring User Group synchronizations via SCIM and plugin methods
  • Able to troubleshoot relevant vault configurations and applications

Requirements:

  • Experience working with document/content management systems
  • Knowledge of Scrum.
  • Experience in target environments like Windows, Windows Azure, iOS, Android and Web based applications
  • Experience and working knowledge of databases, preferably MS SQL Server.
  • Experience with coding and scripting in VB, and query building in SQL.
  • Knowledge of Data Structures and core Programming concepts
  • Knowledge of Solution Architecture and Cross Application Communication and Integration methodologies
  • Experience deploying solutions to customer, managing customer expectations related to time-to-resolution
  • Approaches engagements with energy and enthusiasm
  • Self-confident and able to engage and manage customer engagements effectively
  • Proven ability to communicate ideas, with excellent verbal and written communication skills.
  • Strong interpersonal skills, with the ability to listen to customers and translate their needs into specific actions and solutions.
  • Ability to collaborate in a team setting.
  • Ability to drive customer cases to completion and manage obstacles.
  • Excellent organizational skills.
  • Excellent presentation skills.
  • Aptitude and enthusiasm for learning new methods and techniques.

Education:

  • Bachelor's Degree in Computer Science related field.

 

Deadline for applications: The recruitment expires when the position is filled.

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