About the position
The role:
We have an exciting opportunity for a Product Specialist. This role is a support role that services clients in the agriculture industry reporting to the Support Manager.
The Product Specialist supports Paltrack's bespoke software solutions both onsite & remotely and liaises with other internal stakeholders / departments as needed to solve any issues that may arise. The ideal candidate displays resilience in under pressure, be an advocate for customer success and already have mastered how to manage, operate and drive help desk calls (both assigned to them, and created by them).
What will you be doing:
- Support bespoke software products (remote first / onsite when needed)
- Daily operations, administration of SQL rich environments (managing, administrating, scripting)
- Liaise with customers externally and stakeholders internally
- Own any assigned calls from start to finish - this involved inter-departmental liaising, following escalation process as governed by policy
- Help Desk administration - update all calls assigned to this vacancy daily to ensure clients are served timeously, effectively and without complaints
- Logging, updating, chasing, escalating calls daily, within acceptable time frames
- ADHOC software testing before pushing updates to clients
- Supporting new products, product upgrades, product releases (includes deployment of)
- Product installations and upgrades
- Training clients as required on various software products
Technical skills:
- At least 2-year experience scripting, administrating Microsoft SQL Express, SQL Server, SQL (required)
- Help Desk administration (call logging, working calls, driving calls to closure, understanding of call/ticket life cycle, ITIL exposure) - (required)
- Proficiency in Microsoft Office applications (required)
- Valid driver's license and own reliable transport a must as this role may on occasion require travel (for training and implementations)
- A company vehicle will be provided when available (first choice)
- Fruit industry experience (massively beneficial - same with meat industry as parallels exist between application sets)
- Handheld / Mobile scanner experience (software such as APK installations / understanding of hardware) beneficial
Desired Skills:
- SQL
- Help Desk Support
- Microsoft Office
- APK
About The Employer:
We are a leading provider of software solutions, product coding, and integration services tailored to the South African agricultural industry. We offer agile, customizable solutions for end-to-end supply chain traceability-ensuring visibility from producer to port. Our primary clients include the fruit and aquaculture sectors, and our technologies adapt to various traceability needs across different verticals
