- Job Title: Associate, Professional Services
- Location - Country, City: Amman, Jordan
- Job Summary: The Professional Services Associate serves to support project activities based on ITG’s portfolio of software products; Through project work a Professional Services Associate becomes proficient in product use, product deployment and resolution of common technical support issues in order to deliver support services at customer locations and remote engagements; A Professional Services Associate adheres to department and company policies and procedures; contributes to the growth and enhancement of the quality of the Professional Services discipline by learning from more senior peers; A Professional Services Associate proactively supports the success of ITG Software teams and works from written specifications and pre-established guidelines to perform the functions of the role.
- Responsibilities:
- Gather requirements and define features specifications.
- Support project activities as directed by supervisor or more senior peers to provide onsite and remote setup, installation, configuration and training of ITG Software products.
- Develop an understanding of ITG products and general business processes in order to become a technical reference in areas of the product features and client business processes.
- Facilitate the customer engagement process including: identifying requirements, setting expectations and ensuring prerequisites are completed prior to the engagement.
- As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the unique challenges customers face in optimizing the effectiveness of ITG Software products
- Participate in and conduct demonstrations and events for customers evaluating ITG Software products.
- Deploy demonstration and sandbox websites loaded with relevant sample data for ITG’s entire software product-line.
- Identify and resolve engagement issues, independently, to the greatest extent possible - only escalating issues as appropriate, starting within the Professional Services team.
- Identify and report software defects to development teams via bug tracking system.
- Translate business, functional and technical requirements into detailed work / development tasks; prepare Project Scope statements as guided by colleagues.
- Provide ongoing technical support for assigned accounts; manage customer communication and expectations.
- Complete special projects and assignments as assigned.
- Required Skills
- Basic understanding of networking principles (IP addressing, TCP/IP protocols, DNS).
- General Software deployment / installation experience.
- Mature understanding of Software Development Lifecycles.
- Excellent written and verbal communication skills (English / Arabic).
- Excellent presentation skills.
- Team-player that is positive, proactive and a motivated self-starter.
- Experience in quality assurance processes / tools.
- Strong analytical and problem solving skills.
- Strong desire to work with others as a team and develop relationship management skills.
- Excellent time management skills.
- Detail oriented with an ability to follow and execute instructions. Ability to follow and execute instructions with little or no managerial oversight.
- Qualifications and Experience:
- Bachelor's degree in Computer Science or equivalent.