Business Systems Support Agent

2 weeks ago

Stellenbosch, South Africa Herotel Full time

Applications are invited for the **Business Systems Support Agent** **position to be based in **Stellenbosch.**

**Key Performance Areas would include, but are not limited to**:

- Consult with users to determine steps taken to identify and resolve the problem.
- Collaborate with other staff to research and resolve problems.
- Collaborate with developers to explain errors and/or recommend modifications in programs.
- Effectively document customer support issues on the ticket platform.
- Replicate and document issues reported by customers and work closely with the various development teams to troubleshoot and problem solve.
- Support with systems administration functions and projects.
- Internal systems administration, including:

- Responsible for business systems access management process.
- Troubleshooting reported issues with the reporting users as well as the internal systems team.
- Contribute to and maintain system standards.
- Provide technical end user support, monitor the system, respond to queries, resolve and escalate issues.
- Work independently to meet performance metrics
- Monitoring of helpdesk tickets using the ticket system
- **Troubleshooting**
- Documenting and troubleshooting issues reported internally and by end-users

**Work Experience**:

- Previous experience working in a helpdesk / support / customer service role preferred
- Previous experience working with Databases / MySQL will be advantageous
- Previous experience in the telecommunications industry will be advantageous.

**Skills and Competencies**:

- Strong analytical skills
- Problem solving/troubleshooting skill
- Inter-personal skills
- Customer-centric
- Demonstrate a willingness to learn and take initiative.
- Strong computer skills
- Friendly and helpful disposition
- Excellent verbal and written skills in both Afrikaans and English.
- Understanding of ITSM & ITIL best practice
- Project Management Tools such as Smartsheet or JIRA

**Education Requirements**:

- Grade 12

If you meet the above requirements, please submit your CV with contactable references..

**_PLEASE NOTE:_**
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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