2x Pos Support Agent

3 weeks ago

Johannesburg, South Africa AdaptIT Full time

**Listing reference**: adapt_000053**Listing status**: Online-
**Position summary**

**Industry**:IT & Internet
- **Job category**:Helpdesk and Technical Support**Location**:Johannesburg
- **Contract**:Permanent**EE position**:No**About our company**
- A provider of leading specialised software and digitally-led business solutions that assist clients across targeted industries.**Introduction**
- This role is within the Micros support department of Micros South Africa, providing support on the Micros products from database configuration, front end configuration, 3rd party assistance and operating system. Always ensuring that the company’s process and control measures are adhered to.**Job description**
- To provide telephonic / remote / onsite support for all Micros products.
- Clients on ‘Stop-Support’ are not to be support without the authorization by Management.
- To ensure accurate and timely updates of logged support issues one the in-house call logging system.
- To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
- To make sure the billing process is adhered to with regards to chargeable calls and managed with the help of account managers and projects.
- Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
- Maintain all documentation required by Micros.
- Assist with the occasional implementing, testing, and writing of any documentation that may be required.
- Test and troubleshoot new versions prior to release.
- To employ sound decision making when dealing with customer support issues such as escalation, resolve customer issues in the most efficient manner, and in the shortest possible time.
- To always maintain effective communication with our customers, through a planned program of scheduled telephonic conversations and meetings.
- Inform the relevant account managers of support/maintenance issues regarding their clients.
- Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly.
- Collaborating extensively with peers and other teams to drive problem resolution and contribute to growing the knowledge.
- Logging and managing support cases with 3rd parties.
- Dealing with all historical cases - cases include configuration changes, training cases and balancing queries.
- Will be responsible for support installs this would include new credit card installs and other installs deemed necessary.
- Scheduled patch installs.
- Support issues with regards to new database role outs.
- Ensure that cases are updated, and SLA is kept on the cases owned by the individual.

**Minimum requirements**
- A thorough understanding of Micros products.
- Good understanding of Microsoft products (Windows, Office).
- An excellent communicator and self-starter.
- Pragmatic, hands on individual.
- Excellent troubleshooting/diagnostic skills.
- Flexible / adaptable approach to customer needs.
- Ability to work under pressure and multi-task, the ability to prioritise ensuring that all tasks are completed to the relevant business processes.
- The ability to embrace issues / problems encountered, and communicates to the relevant internal teams / customer, working towards a satisfactory resolution.

**Communications / Product Knowledge / General**
- Forward relevant product information, fixes, workarounds, known issues, etc.to relevant personnel within the company.
- To always maintain effective communication with our clients, through a planned program of scheduled telephonic conversations and meetings.
- Keep updated on new technologies available, both on Micros software and hardware products, 3rd Party software and hardware products, as well as general IT technologies, related to our industry.
- Regularly visit the Micros “Info-Net” intranet site and read any published “Product Marketing”.
- Inform the relevant account managers of support / maintenance issues regarding their clients.

**Minimum Qualification and Experience Requirements**
- Matric / Grade 12 / Equivalent
- Micros experience essential.
- IT related knowledge (A Core and N Core Added advantage).
- Excellent Database Skills.
- Minimum 1 year experience within restaurant industry.
- Good understanding of Microsoft products (Windows, Office).
- Driver’s license.
- Own vehicle.

**Desired Skills and Qualities**

**Personal Attributes and qualities**
- Ability to multitask.
- Customer focused.
- An excellent communicator and self-starter.
- Excellent troubleshooting /diagnostic skills.
- Flexible /adaptable approach to customer needs.
- The ability to embrace issues /problems encountered, and communicates to the relevant internal teams /customer, working towards a satisfactory resolution.
- Ability to work under pressure and multi-task, the ability to prioritise ensuring that all tasks are completed to the relevant business pro

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