EleVia Software, headquartered in Minneapolis, MN, was founded in 2009. EleVia provides software for finance and field professionals in the architectural, engineering and construction market. We develop, deliver and support software to extend the value of the Deltek Vision® and Vantagepoint® ERP systems. Our products elevate and enhance key financial and operational processes — giving valuable insight into project performance and profitability.

As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.

Job Description:

The Technical Consultant deploys, develops, and maintains technical solutions for all EleVia Software products. The Technical Consultant is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals.

This role is also responsible for updating project tasks, individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles.

Responsibilities:

Acquire and maintain a deep understanding of products and consult with customers on the most relevant features/functionality for their specific business needs.
Interact with Support, Product Management, Engineering, etc., as needed to gain further knowledge around features or processes.
Create content and document knowledgebase articles, technical documentation, white papers, system requirements.
Assist in scoping, proposal development and provide realistic level-of-effort estimates.
Develop elegant and readable proof-of-concept demonstrations and code samples.
Qualify, prioritize, and close customer problems.
Champion issues/features for customers and work closely with engineering team to deliver enhancements to the products.
Participate in additional projects and initiatives as requested.
Suggest and lead initiatives that will improve internal and customer experience in utilizing EleVia products.

Qualifications:

Highly self-motivated and directed with a high level of attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment.
Ability to manage time and meet deadlines.
Excellent written and oral communication skills.
Ability to communicate clearly, courteously, and professionally to non-technical individuals.
Customer facing experience in project management, change management, account management, workflow demonstrations, software implementation and training.
Proven experience in working with the Architecture, Construction, Engineering and Owner (A.E.C.O.) industry, associated software applications, products, and processes.
Ability to learn quickly and deliver quality integration and code to meet tight project deadlines.
Excellent consulting skills, including superior analytical ability and proven ability to translate complex concepts and ideas in simple terms.

Education and Experience:

3+ years of consulting, training and/or support experience, AECO experience preferred.
Experience supporting SQL or other databases highly desirable.
Experience working in a team-oriented, collaborative environment.
Prior Deltek software background or EleVia experience preferred but not required.
3+ years of direct consulting and software integration experience.
Experience supporting workstations, servers and networks preferred but not required.
Bachelor’s Degree or relevant experience required.

This is a remote, full-time position with some off hour activity to support the customer base during off business hours. Some travel (10%) maybe required.

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