GENERAL JOB DESCRIPTION:

The Professional Services Consultant is an essential link between the clients & sales managers and the internal technical areas like development, product management, marketing, Professional services colleagues and technical support. The Professional services Consultant role is to deliver & support Eastnets and Swift Solutions implementation project, giving remote or on-site product demos or training, following up on technical questions, project estimation and helping on RFI/RFP and proposal finalization. The Consultant has a pro-active commercially-oriented approach in solving issues, enjoys working in team and has an excellent IT technical understanding.

Providing technical expertise internally and externally, to sales team and to clients in the form of technical support, training and documentation.
Giving remote or on-site product demos, focused on client needs and with commercial acumen.
Giving solutions training sessions or product consultancy, remotely or on-site with empathy.
Working with client or account manager to ascertain and define scope of work required.
Analyzing data (BA) to determine feasibility solution or customization of products or services.
Advising and educating clients on alternate methods of transactions to increase business efficiency.
Working closely with project team members and account managers on client specific initiatives.
Troubleshoots business& technical issues.
Keeping abreast of market and product changes in the payments and AML world.
Succeed in Certifications as per SWIFT and Eastnets Certification Track within the deadlines set by the team lead/manager.
Responsible of successful on-site/remote implementations of standard offerings.
Assist the customers through Remote support as per the rules and timelines of Eastnets support contracts.
Adhere to the quality assurance and quality control processes for all EN offerings.
Follow the training guides outlined by the team lead/manager.
Provide level 1 support for customer issues.
Maintain a customer satisfaction rate high.
Capture, define and document customer technical and system parameter requirements remotely.
Develop and execute customer implementation test plans in a coordinated effort with the engineering team.
Maintain a professional and customer focused approach in all customer interactions
Document all customer interactions to maintain continuity and follow up on open customer issues until resolution.
Escalate customer issues to level 2 support when required.
Support team lead and other team members as required.
Provide recommendation on technology upgrades.
Communicate all customer implementation and support interactions to team members.
Participate in designing, developing and supporting new offers as requested by team lead.
Recommend and participate in the development of a QA/QC process with the development team.
Identify weakness / issue and recommend improvements in the company development process.
Attend engineering team meetings to coordinate activities.
Provide backup and support for any implementation and support activity as requested by team lead.
Plan Deployments and Technical Designs with Supervising Senior.
Ensure timely completion of projects and deployments.
Coordinate new technology vendor technical presentations as requested by team lead.
Work with selected vendors to test/develop new solutions for EN as requested by team lead.
Complete 90% of implementations successfully within the deadlines.
Develop at least 2 technical documents to be added to the knowledge base.
Use CRM and Eastnets and comply 100% with the TSS and Support procedures.
Recommend improvements to customer communication and implementation and support processes and procedures.
Maintain communication on all technical and non-technical issues with other EN groups.
Job Type: Full-time
Pay: From £60,000.00 per year

Benefits:

• Company pension
• Flexitime
• Private medical insurance

Work Location: Hybrid remote in London EC2M 1N