Support & Implementation Consultant
Location: Dublin

General Scope for the Role
This is an exciting entry-level role which gives the successful candidate the opportunity to interact with our customers on varied projects globally.

The role involves implementing and supporting AIMS product for Quest's clients. The initial training period will be with our experienced implementation team on actual project rollouts. Subsequently, the successful candidate may remain in that team or may move into a Level 2 support consultant role depending on project and company priorities.

There is great potential for learning and growth in this position with transition to a support role possible after the initial training period. Over time experienced Support & Implementation consultants take on significant Pre-Sales and Project Management responsibilities.

Responsibilities for Implementation
  • Configure AIMS to meet clients requirements
  • Re-configure new schemes / changes in existing clients
  • Client consulting and advice
  • Client training and coaching
  • Specify change control requirements
  • Identify and report any issues in AIMS
  • Have weekly update meetings with Implementation manager
  • Some travel to customer sites will be required (Europe and Asia)
Responsibilities for Support
  • Respond to issues raised by clients through our ticketing system and resolve them if possible or follow them through to resolution.
  • Escalate tickets to Level 3 support as needed
  • Understand and have ability to restart systems when necessary
  • After initial implementation training, gain experience of AIMS product to perform any general Level 2 support tasks
Mandatory Skills & Experience
  • 3rd level qualification in IT or related field
  • Ability to organise their own work and drive customer work when needed
  • Excellent communication skills in English, both written and verbal
  • Excellent attention to detail and ability to drive tasks through to completion
  • Must be a team player
  • Good understanding of databases, SQL and Web-based technologies
  • Good presentation skills
Desirable Skills & Experience
  • German language skills
  • Dutch language skills
  • Experience in a customer-facing role