Application Support Consultant - East London

SUMMARY:
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POSITION INFO:

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

NB! This job is now closed. You can apply for other jobs by uploading your CV.