Support Specialist

Description

Our client is actively looking for a Support Specialist to join their team. As part of this role, you will be pivotal in engaging with customers, delivering essential technical and product support for our company, and efficiently resolving issues. As a third-level support expert, you will specialize in all solution suites, ensuring precise and courteous support for our esteemed clients.

Responsibilities:

• Provide third-level technical and product support for all solution suites on clients production environments, in line with Service Level Agreements.
• Engage with customers daily to address support requests and maintain professional relationships.
• Capture and process statistics related to support activities.
• Conduct system health checks and escalate issues as needed for resolution.
• Write incident reports and maintain a comprehensive knowledge base.
• Stay updated on software updates, changes, and releases.
• Become proficient in commissioning and upgrade principles.
• Utilize incident tracking systems effectively.
• Provide after-hours client support when required
• Average response time to client enquiries and support requests.
• Client satisfaction rating for support provided.
• Number of client queries resolved within SLA timeframe.
• Number of incidents captured, processed, and resolved within defined SLA.
• Timeliness of incident escalation and follow-up.
• Frequency and effectiveness of system health checks.
• Percentage of system uptime and availability.
• Number of proactive measures taken to prevent system failures or performance issues.
• Maintenance and use of a comprehensive knowledge base.
• Number of documented solutions and troubleshooting techniques added to the knowledge base.
• Timely implementation of software updates, changes, and releases.
• Adherence to commissioning and upgrade principles.
• Feedback from clients on the effectiveness and impact of software updates.
• Effective use of incident tracking systems.
• Adherence to the Support Process.
• Availability and responsiveness for after-hours customer support.

Requirements

• Grade 12 (Passed) with Relevant Tertiary Education
• 3-4 years of pertinent experience
• Demonstrated proficiency in working with diverse software systems
• In-depth knowledge of accounting and banking principles

Closing date: 07 June 2024