Application Support Representative
7 days ago
Company Description
Our client who is proudly headquartered in Umhlanga (KwaZulu-Natal), is looking for an Application Support Representative, with more than two years’ working experience, in supporting the customers and end users of our Fabrik platform. Due to our way of working, this position is best suited to those who live in or are able to move to the Durban area. This is a permanent role with a hybrid working model.
**Job Description**:
- Provide Tier 1 and 2 software support for our clients by troubleshooting and maintaining frontend and backend systems.
- Multi-task and track dozens of open tickets at various stages of completion.
- Work with multiple teams to find, analyse, and resolve client issues.
- Communicate the root cause to clients in non-technical terms.
- Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed.
- Provide recommendations to the Product team about how to improve customer experience.
- Work closely with the Customer Success Manager to maintain continuous knowledge of accounts.
- Ownership of the appointed helpdesk CRM system.
- Provide product training to clients.
- Maintain accountability for timeously communicating all product updates/issues to clients and end users.
- Employing technical knowledge to analyse and report on product malfunctions efficiently.
- Creation and maintenance of Developer account portals on various stores.
- Constant iteration and documentation of existing processes.
**Qualifications**:
- Experience working with clients, supporting Saas products
- Ability to plan and prioritise work
- Experience in accurately articulating complex concepts to end users and reporting to internal stakeholders
- Complex problem-solving mindset
- Strong written and verbal communication skills
- Experience with troubleshooting apps and observing escalation protocols
- Working knowledge of IT Hardware and Software.
Additional Information
- Experience working as part of a SaaS product team or in a software development environment
- Microsoft 365 and/or other cloud-based collaboration tools
- Experience in Customer Success team
- Azure Devops
- A qualification in SaaS Adoption or Customer Management
- Proven track record for improving customer experience
- Previous experience working with multi-faceted teams and various levels of stakeholders.
- Experience working within the Radio or Digital Media industry
- Tertiary qualification in Software Development
- Working knowledge of API Databases & basic network configuration.
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