EIS Ltd

Support Engineer

• The **Technical Support Specialist** is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player.
• The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution.
• Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

Technical Support Specialist, French Speaking

Architect

• Provides strategic direction and guidance in shaping solutions for business requirements, ensuring alignment with business objectives while adhering to the core capabilities of the EIS Suite.
• Work closely with customer Product Owner(s) to understand business needs and propose viable solutions to meet those needs
• Serve as subject matter expert in the building of the business solutions
• Lead Scope Study workshops to understand scope and key business requirements which must be met during the Execution phase. Scope Study may occur pre-sale or once the license sale is complete, depending on the customer.
• Facilitate DeltaCapture workshops during the Execution phase to flesh out detailed requirements.
• Work closely with Lead Business Analyst to address requirements issues which arise throughout the Execution phase of the DeltaBase lifecycle.
• Foster use of the EIS Group’s DeltaBase methodology, and related offerings and tools to provide a predictive, high quality approach to EIS Suite implementations
• Advises & supports senior customer management on key business decisions impacting how EIS Suite solution is utilised to meet the business strategy
• Develop close, trusted relationship with customer Product Owner(s) and Business Sponsor(s) to foster alignment and acceptance of solution.
• Contribute to customer’s business case assessment.
• Exhibit highly professional, client-focused behaviour which supports EIS's ability to build lasting, productive client relationships
• Educate customer audiences on EIS applications and demonstrate system functionality;
• In conjunction with Solution Architect, work with EIS Group Product Management and Engineering resources, as necessary, to identify solutions to client requirements using existing EIS configuration mechanisms;
• Maintain current knowledge of the EIS Suite to ensure that our customers and project teams are able to continue to take advantage of new base features;
• Works with third party systems integrator(s) to enable a productive working relationship that benefits our customer, EIS and the third party integrator

Technical Support Specialist, French Speaking

Business Architect