Job Details
Software AG simplifies the connected world. Founded in 1969 it helps deliver the experiences that employees, partners and customers now expect. Its technology creates the digital backbone that integrates applications, devices, data and clouds; empowers streamlined processes; and connects "things" like sensors, devices and machines. It helps 10,000+ organizations to become a truly connected enterprise and make smarter decisions, faster.
Our story goes beyond technology. We put people first - 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.
Be you, join us.
Location: Remote-USA
We are currently seeking a Global Support -Problem Manager/Consultant (ARIS ) to join our team.
Position Purpose
The Problem Manager will be 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 Problem Manager will act routinely while researching and developing solutions to customer issues. He / she will assist others in problem solving as a team effort. The Problem Manager will complete 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' 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's Degree or higher in fields such as (but not limited to) Engineering, Business, IT, etc. or equivalent experience.
- Relevant technical knowledge of ARIS platforms
- Conceptual understanding of database, application development, or web service technologies.
- 3 years' experience in a customer service or support role (e.g. Help Desk Support, direct end user contact or Global support)
- US Citizenship is required.
- Fluent English is a must, other languages (Spanish, Portuguese, German) are useful.
What's in it for you? - Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.
- Work anywhere in your country or abroad for up to 10 days per year.
- Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
- Lean on the Employee Assistance Program for support during some of life's most common but difficult challenges.
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, color, 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.
To all recruitment agencies: Software AG does not entertain unsolicited CVs without prior approval from Software AG's Talent Acquisition Team. Kindly refrain from sending CVs to our job's alias, Software AG employees, or any other organizational location without explicit consent. Software AG assumes no responsibility for any fees associated with unsolicited CVs.
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It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant's or Employee's age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.
Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status. It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant's or Employee's age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.