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Role: Support Consultant
Purpose: To provide RICS product education and support to clients that results in sustained client satisfaction that
leads to subscription retention and growth.
Scope: All clients, partners, and the RICS organization
Accountabilities: Product education, inquiry/issue resolution, support process execution, achievement of
operational standards, client satisfaction, internal/external task completion and internal knowledge sharing.
Manager: Support Director
DESCRIPTION
The Support Consultant is a RICS product expert, within the Service function, responsible for their individual and
performance supporting clients, partners, and team members within the RICS organization. The competency and
skill requirements for expected performance in this role include Management, Counsel, Communication,
Deliverable Creation, Presentation, Insight and Research skills. The primary goal for this role is to retain client
subscriptions by providing RICS product education, inquiry/issue resolution, and completing team and cross
functional tasks that result in high customer satisfaction and promotes product utilization. Additionally, this role is
responsible for assisting partners with product and integration inquiries and ensuring hardware orders are
processed accurately and in a timely manner.
FUNCTIONAL OBJECTIVES
 Provide responsive support during posted business hours (email, chat, and phone).
 Achieve client service level agreement of 2 business hour response time.
 Produce clear, succinct, and high-quality written, and verbal communications.
 Accurately record all activity in client database.
 Investigate, validate, document and report production issues.
 Escalate feedback themes, trends, issues, and risks for resolution in a timely manner.
 Assist with creation of Help Center and FAQ articles.
 Accurately process Shop-RICS orders, for on hand inventory, same day.
 Assist clients to enable RICS integrations.
 Assist RICS cross functional teams with tasks completion within agreed upon timelines.
 Perform user acceptance testing for solutions to issues, enhancements, and new product features to
ensure they solve/achieve reported client problems/suggestions.
 Assist other functions to achieve their goals, including proficiency of internal systems and knowledge of
relevant industry topics.
© 2020 RICS Software 2 Proprietary and Confidential
REQUIRED SKILLS
Management
 Give colleagues, regardless of seniority, warm and honest feedback.
Counsel
 Understand the things that are important to my colleagues, prospects, and clients.
 Offer meaningful off-the-cuff advisement to a colleague, prospect, or client.
 Unearth a valuable new opportunity for my prospect or client in the midst of a conversations.
 Create and maintain an authentic relationship with a senior prospect or client.
Communication

• Write and speak clearly and intelligently.
• Craft a clear and compelling argument in email, document, or conversation.
• Communicate complex ideas, systems, and strategies.
• Maintain productive dialogue with all my colleagues and clients without dropping balls.
• Proactively communicate with prospects, partners, and colleagues to generate a winning outcome.
• Persuade prospects, partners, and colleagues to see the situation as we (I) see it.

Deliverable Creation

• Transform an idea or concept into a coherent outline or storyboard.
• Visualize my thinking compellingly with pen and paper, marker, and board.
• Create an artifact that is error-free down to the letter, fact, and pixel.

Presentation

• Add incremental value to a meeting, call, or presentation.
• Successfully deliver a sizable portion of a final presentation.
• Successfully deliver a winning presentation without assistance.
• Engage prospects, regardless of their position, with a narrative that wins them over.
• Overcome challenges during a presentation and turn objections into deeper understanding.

Insight

• Sense, refine, and express my own instincts.
• Identify interesting patterns that combine diverse references.

Research

• Compile relevant online research without explicit guidance.