Rollout, Transition & Support Consultant

Full time | Modelo:Hibrid Mexico City

Do you enjoy solving user challenges and improving Sales & Marketing systems used by teams worldwide?

Ready to collaborate with global teams to test, launch, and support new digital solutions?

This role focuses on supporting and improving Sales & Marketing systems (including ERP and CRM) as part of SoftwareOne's digital transformation. You will act as the main point of contact for users and stakeholders, helping resolve issues, gathering feedback, and identifying system enhancements. Working closely with business and technical teams, you will support system rollouts, communicate updates, define requirements, and help implement improvements aligned with company strategy. Additionally, you may provide training to ensure users can effectively and efficiently use the tools.

Key Responsibilities:

•  Provide technical first- and second-level support for our Sales & Marketing applications(ERP, CRM) via the ticketing system
•  Troubleshoot application issues, identify root causes, and deliver timely resolutions or workarounds.
• Prioritize, document, and track tickets to ensure high-quality and efficient case handling.
• Collaborate with development and product teams to escalate complex issues and ensure fast problem resolution.
•  Communicate clearly with users to gather details, provide status updates, and ensure transparent case handling.
•  Support deployments, releases, and hotfixes, including ticket-based coordination of related issues.
•  Monitor recurring problems, identify patterns, and propose technical or process improvements.
•  Maintain knowledge base articles and contribute to documentation to support user self-service.
•  Provide hypercare support after system changes or releases through structured tickethandling.