Senior Consultant (Team Lead) - Remote 24-87

The Senior Consultant (Team Lead) role functions primarily as a technical resource responsible for the installation, configuration, monitoring and troubleshooting of a wide range of network and application issues as they relate to Spok including, but not limited to, paging, smart phones, telephony, network and dialogic boards. Up to 50 percent travel to customer sites, both local and out of state, may be required. 

As a secondary focus, the Sr. Consultant (Team Lead) assists management with the day-to-day operations of the Technology Solutions group, including interaction with Product Management, and participates in the on-boarding/mentoring of department resources.

Essential Duties and Responsibilities 

Sr. Consultant – 50%

Implement and Troubleshoot:

• Install server and client components
• Independently install and configure all products supported, assisting less experienced Consultants when needed
• Work with customers, vendors, partners and on-site Consultants to resolve issues as they relate to Spok software and test possible solutions and escalate if necessary

Analysis and Review:

• Provide proactive resolutions to developing problems
• Suggest modifications when necessary, that may result in a permanent fix to a problem
• Prioritize activities in a dynamic environment and meet project commitments and deadlines
• Analyze and troubleshoot a wide range of problems effectively

Training:

• Maintain familiarity with current and previous versions of all products, procedures and processes and technology by participating in training sessions offered
• Provide customer training on all Company applications as needed

Customer Relations:

• Manage customer relationship by proactively contacting customers
• Deliver customer support and service in a professional manner by responding in a timely and respectful manner to requests and ensuring the project meets the customer’s requirements
• Communicate and behave in a client-focused manner by providing critical details to customers

Communication:

• Listen and communicate information in a professional manner to a diverse customer base, vendors and internal departments at all skill levels both verbally and in writing
• Participate in customer conference calls, and at times facilitate and conduct customer conference calls
• Consistently provide appropriate updates to Project Managers and customers

Documentation:

• Maintain existing processes, standards, and upgrade documentation and create new documentation as necessary
• Follow implementation standards, project plans and related documentation to ensure a high level of success during the implementation process
• Contribute and provide documented resolutions to the technical teams related to Telephony Integrations.

Reporting:

• Evaluate and report project outcomes, customer satisfaction and customer concerns
• Report project status, schedules, issues, resolutions and completions to necessary parties
• Complete timesheets on a weekly basis

Team Lead – 50%

• Assist with generation of sales quotes
• Assist with on-boarding of new team members; coach and mentor existing team members 
• Assist with Mavenlink staffing assignments
• Keep up to date on status of current projects assigned to the team
• Develop and execute technical policies and procedures as requested
• Review and comment on product documentation
• Motivate teams and maintain a comfortable and conducive working environment
• Carry out administrative functions as requested by management
• Serve as back-up/Assume responsibilities (as requested) when next level management:

Required Skills and Experience

Bachelor's degree (BA/BS) from four-year college or university; or three to five years’ related experience and/or training; or equivalent combination of education and experience.

• 5+ years previous experience troubleshooting enterprise software applications
• Highly developed understanding of Spok Console Suite and Spok CTI Integration, VMWare, SQL (Microsoft Database), VPN Solutions, Windows