Consultant

Definition:

Consultants are responsible for providing a second tier of support to clients, working with minimal supervisionto ensure the success of new implementations and the resolution of customer reported cases. This position offers assistance, guidance and training to less experienced personnel. This role has the same functions as the Staff Consultant but is expected to perform them at an advanced level.

Primary Functions:

• Develop a complete understanding of RMI's internal tracking system, CRM and use it to record and manage all Client Service Requests
• Continue to expand expertise in the core functionality of the RMI ADVANTAGE 365 Solution using internal and external resources, including RMI Training Videos, Release Documentation of new functionality, Internal Training sessions, Microsoft E-Learning tools, and 3rd party exams
• Apply expertise in advanced functionality to client engagements where the client will beusing the advanced function
• Provide day-to-day support to RMI clients through escalations received either directly orthrough Staff Consultant escalations
• Ensure that all inbound client inquiries via telephone, Internet, Fax and Email are enteredinto CRM
• Be cognizant of RMI and customer Service Level Agreements and work to stay within theterms and timeframesidentified in those agreements
• Use standard business language in the entry of cases into CRM
• Escalate incidents to senior levels as appropriate•Assist with testing of newly developed functionality within RMI's ADVANTAGE 365 System beit Custom Modifications or, new "standard" system functionality
• Provide implementation services (Jump-start to "Go-Live") for installations of fewer than 20 users and up to 2 locations
• Mentoring of Staff Consultant team members to help them become more proficient at theirassigned responsibilities
• Attend meetings as required

Additional Responsibilities:

Participate in specialized teams regarding various projects/areas of RMI, and Webinar Presentations as needed.

Education and Experience

BA/BS degree in Accounting/MIS and/orTwo to four years Support Desk/Implementation experience and/or experience in accounting,inventory management, asset management, or other facets of financial or operating activities.

Benefits