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 OR Information Systems Degree
• Knowledge and /or exposure to both IT and Accounting systems
• Experience of supporting of computer systems in a customer facing support environment
• 2+ years’ experience in a similar position
• Valid driver’s license
• Willingness to travel nationally for projects when required
• An understanding of the software development environment (advantageous)
• Experience of database systems, reporting and query tools & IT in general

Responsibilities:

• Implement software with new client take-ons, including training and onsite support
• 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 that have been escalated
• Active involvement in managing two-way communication between Service desk 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
• Recommend continuous improvement of the systems and support processes
• 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 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
• Continuous self-development and on-going training on the current application functionality and new functionality

Competencies:

• 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
• Ability to work in a team environment