About the position
Job Description:
The successful applicant will be responsible for the implementation and support of custom designed software specifically for the motor spares retail & distribution market. Working closely with various team members to improve customer service skills, use and enhance support tools, learn effective troubleshooting techniques, and increase system knowledge.
Education and Experience:
- B Com /Information System Hons
- Knowledge and /or exposure to IT/Accounting systems
- Experience of supporting of computer systems in a customer facing support environment
- Minimum of 2 years’ experience in similar position
- Analytical and problem-solving skills
- Strong coaching and mentoring skills including ability to provide effective training.
- Exceptional communication and people skills, including good written skills.
- A valid driver’s license will be advantageous.
- Willingness to travel nationally for projects when required.
- Ability to work in a team environment.
- An understanding of the software development environment will be an added advantage
- Experience of database systems, reporting and query tools & IT in general.
Duties and Responsibilities:
- Instituting corrective actions by completing accurate and complete Project tickets and ensuring developers understand fully what changes are to be carried out.
- Supply ongoing applicable system training to fellow Service Desk consultants when required to do so and supply signed-off training sheets.
- Assist consultants with applicable calls escalated to yourself.
- Active involvement in managing two-way communication between ourselves and the relevant Account Managers
- Providing application support to users - Answer, resolve, and log in-bound customer calls, identify issues and provide suggestions and long-term resolutions.
- Investigate and analyse system issues to determine cause of issues and appropriate corrective action
- Review and recommend continuous improvement of the systems and support processes.
- Document technical information and processes for existing and newly developed functionality.
- Provide clear, professional, informative, and appropriate communication to colleagues, customers, suppliers via telephonic, email, Skype, and Team Viewer
- Select and explain the best solution to solving the client’s query, whether it be general system
- usage, or higher-level queries
- Escalate new feature requests and bugs, and assist the development team in diagnosing and testing the issue(s)
- Deconstruct client issues and analyze the various solutions via various communication channels.
- Effective and accurate logging, updates and closure of service desk calls and monitoring time targets of outstanding calls
- Continuous self-development and on-going training on the current application functionality and new functionality
Desired Skills:
- Accounting Information Systems
- Application Support
- Customer Support
- Information Technology (IT)
