Solution & Support Consultant

7 months ago

Cape Town, South Africa Ontec Systems (Pty) Ltd Full time

We are looking for a Solution & Support Consultant who will be responsible for pre-sales and after sales technical / functional support of our products and services. You will be part of an Operational Support team and will be a technical / functional expert in the area of our products, software and services. You will also work with the sales team in identifying and developing opportunities with new and existing customers.

The role will operate in functional areas of Utility Management (Electricity, Water & Gas), Smart Metering, Prepayment, and Internet of Things (IOT)

**Key Performance Areas**:

- Support customers based on products and services contracted as per SLA.
- Plan and meet SLA response times.
- Customer Support Tickets managed and closed timeously.
- Conduct Customer Training to customer satisfaction.
- Develop and execute Standard Operating procedures (SOP’s).
- Monitor and maintain uptime of all systems and ensure data and customer outputs made available as per SLA and SOPs are executed as required.
- Meet regularly with Customer Operational staff.
- Build long-term relationships with new and existing customers.

**Education**:

- An Electrical degree (preferred) or technical qualification.
- An IT qualification.

**Experience & Skills requirements**:

- 5-7 Years proven Customer Support record and work experience in Smart Metering, & Utility Management.
- Experience in technical support environment.
- Experience with working, configuring, operating and supporting Prepayment and Smart metering systems.
- Experience with working, configuring, operating and supporting various electricity metering devices used in South Africa
- Experience with working, configuring, operating and supporting various communication and network connectivity devices using in smart mering and IOT environment. -> GRPS/3G/4G/5G modems; data concentrator units (DCU’s); Sigfox devices; Routers, Wifii devices, APN’s etc.
- Experience with working with databases and data analysis.
- Good verbal and written communication skills.
- The ability to deal with customers efficiently and courteously.

**Responsibilities**
- Analyze and investigate any support issues including Software and in field investigations when required.
- Prepare & deliver technical presentations explaining products or services to prospective customers
- Confer with customers and technical staff to assess equipment needs and to determine system requirements
- Liaise with contracted service provider (Metering/IoT OEM companies, IT hosting companies, Telco’s etc) for configuration support and testing requirements when necessary.
- Develop an in-depth understanding of our products, features, and capabilities, as well as the competitive landscape
- Work with internal teams to develop creative solutions that address customer challenges and map to our product strengths
- Ensure all customer end to solutions and KPI’s and end to end solutions are configured and working correctly when in deployed in operations.
- Providing advice to the internal business regarding best practices in operations or technology
- Working with project managers and other internal stakeholders to ensure that projects are completed on time and within budget.
- Managing client relationships to ensure satisfaction with regard to support and operations
- Monitoring industry trends to identify new opportunities for growth
- Serve as a trusted advisor to customers throughout the operations and support cycle providing expert guidance on product usage, industry trends, and best practices.
- Conduct regular meeting with clients to ensure customer satisfaction.
- Articulate new features and functionality internally, working with Product Management and Engineering to provide feedback on customer needs and requirements
- Stay abreast of industry trends and news, sharing insights with the larger team on a regular basis
- Provide input into the development of operational collateral such as standard operating procedures, blog posts, studies, blog posts, and website content
- Maintain accurate and up-to-date records of customer interactions in our CRM system.
- Engage with customers and prospects to understand their business needs and objectives
- A detailed CV and include a **motivation profile **highlighting your skill, highest achievement and a short message telling us why we should consider you for this job.
- Own vehicle and driver’s license.
- Supporting qualification documents and certificates.

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Where you born in South Africa?
- Do you have a valid driver's license ?
- Do you have your own vehicle
- What is your highest qualification?
- How many years experience in this role?
- What is your current location ?
- What is your salary expectation?

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