Support Consultant

Description
Who We Are
M-Files is an intelligent information management platform that helps companies make smart connections across the business and automate critical business processes, while at the same time keeping information secured and controlled. M-Files' AI-powered intelligent information management solution connects all documents and information, across every platform and repository, then analyzes them to place them in context.
This makes it possible to serve up the right information to the right people right when they need it-and automate information-driven business processes-while maintaining complete control and compliance. Thousands of organizations in more than 100+ countries use M-Files to manage their business information and processes-and give their employees A Smarter Way to Work. To learn more about us we encourage you to visit, www.m-files.com .
Our Guiding Principles & Values:
Make It Happen - We want to be the best in the world in what we do. We are focused, we learn from our mistakes, and we take responsibility to solve the problems we see.
Help Others - We are friends and colleagues. We assume others have good intentions, we hold each other accountable, we work and learn together.
Love Customers - We serve our customers and partners with respect, and we want to deliver value to them as quickly as possible.
Role description
We are looking for a skilled individual to join our global Customer Support team in Plano. As an M-Files Support Consultant 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.
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
Key qualifications for this role:

• 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
• B.Sc. or M.Sc. in Information Technology or equivalent experience

Who You Are?

• 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.

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.

Benefits
Why M-Files?
We are proud to be certified as a Great Place to Work! Please read more: Working at M-Files Inc. | Great Place to Work®
We are a global company with Finnish roots and with our own product that we are greatly proud of!
By joining M-Files, you will get the opportunity to contribute to our success and growth, while developing your own expertise. Our team is fun, and our solutions are changing the market!
Our guiding principles of "Make it happen", "Help others", and "Love customers" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey last fall.
What We Offer:

• Opportunity to contribute to our success and growth locally and globally
• Opportunity to collaborate with peers in global regions
• Inclusive and dynamic culture (virtual and in-person)
• International team of top performers
• Flexible work/life balance
• Remote working environment (possible)
• Career growth opportunities
• Competitive compensation and benefits package (PTO, 401K, Health Insurance, etc.)