Technical Business Associate
If you have aspirations to be a B2B software solutions expert and the ambition to contribute to one of Milwaukee’s fastest growing enterprise software companies, we want to hear from you. As a Technical Business Associate, you’ll be part of the Customer Care and Account Management team that consults and advises clients on technical topics in their use of Service Pro, MSI’s automated field service management solution built on the latest cloud and mobile technologies.We’re Looking for Someone Who:
- Wants to work in a fast-paced, entrepreneurial environment and contribute to our rapid growth.
- Enjoys being challenged by a variety of changing mobile and cloud products.
- Has extraordinary career ambition and desire to help customers succeed.
- Is a team collaborator, but can also work independently to achieve goals.
- Is passionate about technology, tools and innovation.
Your Role on the Team
- Technical Support Expert
- Research and collaborate with team members on complex technical cases
- Work with client and MSI to ensure cases are vetted and managed to completion
- Become a Subject Matter Expert (SME) in all of MSI’s current products
- Proactive in client communication, updates and escalations
- Provides succinct ongoing status updates and escalations to meet on-time and on-budget goals.
- Create content based on client feedback for MSI’s knowledgebase
- Assist with planning, testing and executing client software upgrades
Account Management
- Liason to clients to ensure they are getting the most value out of Service Pro software to increase client engagement
- Consult with clients on new solutions, enhancements and processes to be deployed
- Write process specifications and manage to completion with team members
- Manage change requests, business use case development, specification management, quoting and delivery
- Accurately define, communicate and demonstrate customer business and application requirements
- Provides succinct ongoing status updates and escalations to meet on-time and on-budget goals.
- A basic understanding of BI
Collaborative Management
- Improve MSI processes through collaboration and contributions to the team
Professional Qualities and Background
- Bachelor’s or Master’s Degree in MIS, Business or related field.
- 2+ years of experience or internship in B2B software implementation, technology project management, or solution creation.
- Ability to work successfully on a team comprised of multiple customer and internal team resources.
- Organized, high attention to detail, and must be able to shift tasks as needed due to client demands and changing priorities.
- Demonstrated experience utilizing software methods, standards, and tools.
- Excellent written/verbal communication, analytical and organizational skills.
- Strong time-management skills and abilities to communicate deadlines and dependencies.
- Willingness to innovate and continuously improve; enjoys assisting other team members.
- Proactive self-starter with a record of producing results with minimal direction.
Pluses, Nice to Haves
- Customer Care, Training, Demo or Implementation experience
- Cloud and mobile technology configuration experience; i.e. Salesforce.com, NetSuite, etc.
- Working knowledge of SQL, RDP, and IIS applied to research and troubleshooting
- Experience with software tools such as Slack, Jira, Google Apps, and WebEx
- Sales engineering or client demo experience
Experience You Will Gain and Career Growth
- Opportunities for career advancement as MSI continues to expand.
- Managing the deployment of the latest Cloud and Mobile technologies.
- Working at a high-growth, fast-paced, global enterprise software company.
- Collaborating with a smart, diverse team of high-energy self-starters.
- Gaining expertise with the latest software management, monitoring and team collaboration tools.
- Managing a diverse, global client and partner base.