Micros Support

3 weeks ago

Johannesburg, South Africa AdaptIT Full time

**Listing reference**: adapt_000050**Listing status**: Online-
**Position summary**

**Industry**:Telecommunication Services
- **Job category**:Network Operations and Maintenance**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**
- General Supervision of the desk. Ensure that Agents are logged on to their phones and available to assist clients. Monitor and manage the assignment of cases within the team. Provide Technical support. Ensure at problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence. Manage and coordinate major incidents. Real time support and coaching of agents. Monitor SLA.**Job description**
- The Support and Escalation Supervisor position is a support desk leadership function within the organization. As such, the position comes with a high degree of accountability and responsibility. The below list is not exhaustive, it merely represents a summary of some expectations.
- Provide coaching to agents where technical and operational gaps are identified.
- Ensure that agents have arrived on time for their shifts.
- Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.
- Ensure that we achieve 60 seconds SLA on daily basis.
- Ensure that you are logged in your phone and available to take client escalations.
- Monitor and manage the assignment of calls within the team and to other teams.
- Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
- Provide technical support on escalated issues.
- Manage and coordinate major incidents (Priority 1 and 2) for all clients.
- General supervision of the support desk.
- Effectively delegating shift tasks and ensure accomplishment after hours.
- Address all irregularities within the team with management.
- Real time support and coaching of agents in person and across electronic media.
- Identify and advise management of procedures that may require updating or reviewing within the team/business.
- Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc
- To employ sound decision making when dealing with customer support issues i.r.o. escalation (Oracle and Third Party); resolve customer issues in the most efficient manner, in the shortest possible time.
- Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.
- Check there are no queues where people have gone off shift.
- Check pending cases daily & frequently check for suspended cases.
- Check the Lorge queue.
- Any other tasks deemed appropriate.
- Identify repeat issues & assign to the appropriate team for long term solution.
- Monitor more than 5 days old cases.
- Ensure the Dashboards & Cisco admin are active.
- Manage your teams QA function.
- Manage teams’ performance based on the support desk plan.
- Provide handover reports daily after every shift.

**Minimum requirements**

**Skills / Experience which play an important part in supporting the role**
- Contribute to employee welfare and show strong human resource management skills; act in a consistently fair manner when dealing with employees; enforce discipline and encourage good performance.
- Actively contribute to the growth and advance of the company by investing and recommending alternative business models, systems, products, which could potentially contribute to growth or reduce expenditure.
- Complete any additional projects which may be assigned from time to time. Such projects may well be outside the scope of the day-to-day responsibilities incorporated in this Job Specification

**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 (advantageous)
- Minimum 5 years’ experience within Micros Support
- Minimum 3 years management experience within restaurant industry
- Good understan

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