Responsibilities

The Sr. Product Advisor’s job responsibilities span several different functional areas.

Product Demos

• Create and deliver live presentations explaining Aptys products and services to prospective customers

• Work with Sales, Product Management, Development, and Services to identify functionality gaps between the functionality in the Aptys products and prospective customers’ requirement

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Product Management

• Analyze client needs compared to Aptys existing products to determine new functionality required for existing products to meet customer requirements

• Assist in researching and defining the requirements for new products

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Quality Assurance

• Work alongside the product and development teams to analyze product requirements and provide feedback

• Develop and execute detailed test plans and test cases/scripts

• Run end-to-end tests to ensure product functionality

• Work with product and development teams to ensure testing plans successfully exercise code for errors Identify, record, document, and track issues within the products

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Documentation

• Work with Aptys customers and the Aptys product, development, and support teams to identify documentation needs for customers

• Develop documentation that both customers and Aptys personnel can use to better understand Aptys products and services

Training

• Work with Aptys customers and the Aptys product, development, and support teams to identify training needs for customers

• Create and deliver training that can be used to assist customers in understanding and using Aptys products and services

• Work with Aptys customers to identify the training needs for their customers and, if required, assist in developing the materials and presenting the training sessions to their customers

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Support

• Answer Aptys customers functionality questions

• Work with Aptys customers and members of the product, development, and support teams to identify and resolve functional issues reported by the customer

• Work on-site with customers to answer questions and resolve issues found during customer’s go-live of an Aptys product(s)

Job Requirements

• Ability to work under pressure to complete tasks in a timely manner

• Must be able to work independently with minimal direction

• Ability to work in a cross-functional team environment

• Ability to set priorities and adapt to rapidly changing requirements

• Knowledge and work experience with payment products

• Excellent written and verbal communication skills

• Strong organizational skills

• Sense of ownership in all of Aptys’ products and services with the desire to continually improve customer satisfaction

• Self-motivated

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DESIRED SKILLS & EXPERIENCE
 

Education

• Undergraduate degree in either a technical field such as Computer Science or Information Systems or in a business field such as Management, Accounting or Finance or equivalent work experience

Job Related Experience

• Working knowledge of payments processing

• Working knowledge of training methodologies

• Working knowledge of Agile development methodologies

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SENIOR SOFTWARE SUPPORT ENGINEER
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JOB DESCRIPTION

The Senior Software Support Engineer is responsible for working with both Aptys customers and Aptys internal personnel to identify, troubleshoot, and resolve issues with the components (software and hardware when appropriate) involved in the Aptys products and services being used in both customer and Aptys environments. The Senior Software Support Engineer is one of the primary “faces of Aptys” to our customers and prospects.​

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Responsibilities

• Provide technical support via internet and/or phone to address issues relating to implementation, functionality, and upgrades; this includes:

  • Gathering customer’s information and determining the root cause of issues by evaluating and analyzing the symptoms

  • Researching issues using available resources including other Aptys personnel, Aptys documentation, and other sources as needed

  • Resolving the issues

  • Documenting the root cause of issues as well as the steps required to resolve them

• Interact professionally with internal and external customers to provide and process information in response to inquiries, concerns, and requests about products and services

• Identify and escalate priority issues as needed

• Redirect problems to resources either within Aptys or within customer’s environment when appropriate

• Work with the Aptys Development and Product teams to find resolutions to issues found during the software development cycle

• Create technical documents to assist other Software Support Engineers or other users of the information

• Provide clear, concise, and professional communications to customers and Aptys personnel related to problems and their resolutions

• Take initiative to resolve issues found by customers or Aptys personnel that affect the products and services delivered by Aptys

• Work as a team with the other team members to achieve the established customer support goals (i.e. close times for production tickets)

• Take ownership of customer issues and stay with them until they are completely resolved

• Work with other team members to level the workload to prevent other team members from becoming overwhelmed Willingness to work non-standard (i.e. not just 8:00 - 5:00) hours to ensure work efforts are aligned with meeting customer and project requirements and to assist other team members when needed

• Perform upgrades and on-call support when needed, often in the evenings or on weekends

Job Requirements

• Ability to work either independently or with other team members (either other members of the Support team or other Aptys or customer personnel) often under pressure to resolve customer production issues

• Ability to adapt to rapidly changing priorities

• Strong analytical, troubleshooting, and problem-solving skills

• Strong communication (written and verbal), organizational, and customer service skills

• Self-motivated

• Strong attention to detail with the ability to provide clear and complete followup on work activities performed

• Ability to follow standard processes and procedures

• Work to continuously increase knowledge and skills related to the Aptys products and operating environments

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DESIRED SKILLS & EXPERIENCE
 

Education

• Undergraduate degree in a technical field such as Computer Science or Information Systems or equivalent work experience

Job Related Experience

• Working knowledge of payments processing

• Working knowledge of: ○ SQL Server, including system management and handling stored procedures ○ Windows servers ○ Network administration

• Familiarity with other operating environments, such as:

  • Amazon Web Services (AWS)

  • Microsoft Azure

  • Google Cloud Platform

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