As a Technical Services Consultant at Powell Software, you will play a pivotal role in delivering a mix of technical support and professional services, ensuring seamless post-sales experiences for partners and customers across the US and Canada. This dual-focus position involves supporting our regional team on multiple technical aspects, managing support tickets, onboarding new customers, delivering technical training, and supporting partner success. Your work will help clients implement Powell Software solutions on top of Microsoft SharePoint Online and Teams, while also assisting with various technical tasks and product demonstrations.

Key Responsibilities:

Professional Services: 70%

• Partner Enablement & Onboarding: Provide technical onboarding, training, and support to new partners and customers to ensure successful implementations.

• Consultation & Framework for Success: Offer technical consultation to partners and guide them through their first Powell Software projects, ensuring best practices are followed.

• Technical Demos & Documentation: Present Powell Software solutions in technical demos for prospective partners and customers; assist with RFPs and security documentation.

• Webinars & Presentations: Conduct live and recorded webinars, sharing insights into Powell Software technologies with partners, customers, and prospects.

• Customer Launch Support: Assist partners in delivering smooth product launches for customers, providing any necessary support.

• Collaborative Improvement: Collaborate with global teams to evaluate and suggest improvements for existing systems and solutions, contributing to the product roadmap.

Support: 30%

• Ticket Management: Manage and resolve support tickets in the US and Canada, providing timely troubleshooting for technical issues and ensuring high-quality resolution with HQ team.

• Partner & Customer Support: Serve as the first line of technical assistance for both partners and customers, escalating more complex issues as necessary.

• Backup Support: Provide backup support for the US Pre-Sales, Customer Success, and Support teams during periods of high demand or PTO.

• Microsoft 365 & Azure Expertise: Strong experience with Microsoft 365 and Azure environments.

• SharePoint: 4+ years of experience in creating, designing, and deploying SharePoint solutions, including custom development for SharePoint Online.

• Technical Support Systems: Familiarity with support ticketing platforms (e.g., Zendesk) and experience in managing technical issues in a customer-focused environment.

• Communication & Collaboration: Excellent verbal and written communication skills, comfortable working with distributed teams and managing client relationships via video.

• Remote Work Efficiency: Ability to manage your workload independently while working remotely full-time.

• Technical Certifications: Microsoft certifications are preferred, and demonstrated ability to learn new technologies efficiently is essential.