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Application Support Agent

4 weeks ago

Pretoria, South Africa Pink Elephant Full time

KEY RESPONSIBILITIES AND QUALIFICATIONS:
Key Responsibilities:

- Diagnose and troubleshoot software issues to determine the root cause of problems.
- Identify trends in users’ issues.
- Provide regular updates to users on the status of their requests.
- Escalate complex issues to senior support personnel as needed.
- Document and track users’ issues and resolutions in a ticketing system (knowledgebase).
- Provide guidance to users on new software releases or updates.

Preferred Qualifications:

- Experience with database management and SQL.
- Understanding of network infrastructure and protocols.
- Familiarity with Agile and DevOps methodologies.

SOFTWARE APPLICATIONS INCLUDE:

- GRMS
- Client Portal
- MSA/MSSI
- Future Wealth
- Future State
- AIMS
- K2
- Claims Management
- Fresh works -CRM and Desk
- FSP
- Application Scanning
- Commissions

WORKING CONDITIONS:
The Application Support Agent work remotely. They may be required to work flexible hours, including evenings and weekends. The Application Support Agent may need to travel occasionally to the client Office when needed.
- Working Hours: Monday to Friday 8:00 to 17:00

**Experience**:

- Software Applications: 2 years (preferred)
- Database management and SQL: 2 years (preferred)