We are looking for a technically proficient and customer-focused Product Consultant to join the Know Your Customer (KYC) Solutions Delivery Team. The Product Consultant will be responsible for gaining an understanding of the system specifications and capabilities of MA’s KYC products, so that customers experience a top-notch implementation and access to world class ongoing technical assistance. They will work closely with Implementation Specialists and Project Managers on the KYC Solutions Delivery team to ensure clients are integrated and implemented as seamlessly as possible with their purchased solution(s).
Areas of responsibility will include:
- Improving system efficiency by consulting with end-users and providing innovative solutions
- Maintenance and improvement of Solutions Delivery technical documentation, including updating existing manuals and guides, as well as creating new documentation to reflect changes or additions to our systems and processes.
- Work with Implementation Specialists and Project Managers for new implementations/existing client change requests.
- Point of escalation for support tickets via a dedicated queue for customer queries relating to workflow tools, and triaging when necessary to other relevant teams within the KYC OU.
- Collaborate with Product teams to ensure the Solutions Delivery team has documented processes for any new products, releases, and upgrades.
- Work closely with other internal stakeholders on the fulfilment, support, engineering, and operations teams.
- Joining implementation/project calls to provide product expertise, as required.
Product Consultant Requirements:
- A bachelor's degree in computer science, information technology, information systems, computer engineering, or similar.
- Strong knowledge of scripting (Python is a must) and API integrations (RESTful API)
- Proficiency in providing efficient web-portal support.
- Exceptional interpersonal and communication skills, both internally and externally.
- Excellent problem-solving skills and attention to detail
- Agile and ability to learn new products & processes closely
- Project management experience a plus.
