Senior Account Support Consultant

Position description / overview:

The successful applicant will be responsible for the implementation and support of custom designed software specifically for the motor spares retail & distribution market & Client engagement to better understand their business needs and to translate this into IT terms.

Minimum Requirements:

 Knowledge and /or exposure to IT/Accounting systems

Minimum of 5 years’ experience in similar position

 Analytical and problem-solving skills

 Exceptional communication and people skills

 A valid driver’s license and willing to travel during the day in JHB

 Excellent knowledge of business and accounting systems

 Ability to work in a team environment

 An understanding of the software development and database environment will be an added advantage
* sound understanding of IT in general

Responsibilities:

 -Instituting corrective actions by completing accurate and complete Jira Project tickets and
ensuring developers understand fully what changes are to be carried out based on system specifications

 Fully understand the client’s business model, processes, and procedures

 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 based on business needs and processes.

 Provide clear, professional, informative, and appropriate communication to colleagues,
customer, 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 analyse 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
* Customer relationship building to ensure our service and value add is of a high quality* Based on the client site for most days of the week