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East London: Software solution support consultant
Job Ref
274485
Job Type
Permanent
Employer Type
Company
Date Added
4 Jul 2017
Expiry Date 1 Aug 2017
Expiry Date 1 Aug 2017
* There have been 16 applications to this job.
* This job has been viewed 2330 times.
Employer:
Praxis Computing
Location:
Eastern Cape
Salary:
Market related
Benefits:
Role details:
Looking for a support consultant to form part of supply chain software support team. The role ensures that software is effectively implemented, maintained and provides a user touch point to support up time within the customer.
Role Requirements
Knowledge
• With sufficient training, is able to fully support and use software on site with the aid of a remote team.
• Delivers and executes quality support to the customer as per the SLA/Contract.
• Troubleshoots issues that are logged by users and escalate appropriately if they cannot be handled immediately.
• Effective administration, reports and feedback of issue tickets assigned.
• Effective communication with customers and internal operations to ensure that the software is delivering on the solution offered.
Project implementation
• Follows project instructions from project manager and support team leads.
• Communicates actively, verbally and written regularly during project implementation.
• Takes responsibility to facilitate signoff of project assignments on instruction from project manager
Consulting and customer engagement
• Guides, trains and advises users of the system to achieve optimal usage.
• Ensures effective communication and informs the team and customer of issues at hand.
• Able to extract, read and understand information provided by the system and can consult to users at customers on its impact
• Actively engages when customers are experiencing challenges.
• Engaging in value adding communication and information with the customer on a regular basis.
• Perform a role of customer retention when dealing with customers.
Internal Administration Management
• All support interactions must be logged on the internal ticketing system on a daily basis
• The system must be administered and managed in accordance with operational guidelines and standards
• The system must reflect all current status of customer interactions within 24 hours of the activity taking place
Product Knowledge and Technical Certification
• Support Consultants must demonstrate thorough knowledge of our solutions as per the level determined
• Continuously ensure skills and competence remains relevant and enhanced
• Actively learn and develop knowledge when new modules/versions are released
• Commitments are adhered to and escalated early in the case of non-delivery
• Awareness maintained during customer conversations, e.g. customer requirements and potential gaps in support offerings or delivery and that this information is given back to support team leaders on a regular basis.
• Email and telephonic communication to be done in a presentable and proficient manner to the customer as required.
Education & Qualification
• Grade 12
• Relevant IT interest
Remuneration
• Market related