Technical Support Specialist for European Clients

2 weeks ago

Centurion, Gauteng, South Africa Level-Up Full time

We are currently looking for a highly skilled Technical Support Specialist to join our team at Level-Up in Centurion, Gauteng, South Africa.

As a Technical Support Specialist, you will be working in our Control Tower department, handling customer enquiries from European clients. Your primary responsibility will be to provide exceptional support and resolve issues promptly.

Duties and Responsibilities:

  • You will work closely with our clients to understand their needs and provide tailored solutions.
  • Your communication skills will be essential in dealing with clients over the phone, via Teams, email, and online meetings.
  • You will be responsible for setting up and maintaining master data in our Enterprise Asset Management System, TEAM.
  • You will test system setups before client go-live to ensure seamless integration.
  • You will document standard operation procedures (SOP) for new system functionality to be implemented with clients.
  • You will demonstrate software functionality to clients and provide user training.
  • You will monitor client transactions daily and maintain process discipline across all clients.
  • You will monitor client system data interfaces daily.
  • You will resolve system error queues and escalate issues to clients if necessary.
  • You will correct data errors and create reports with analysis of data for clients on a regular basis.
  • You will analyze data proactively to support client decision-making.
  • You will manage client tickets in our ticketing system and update ticket status and comments with high discipline.
  • You will investigate system and data queries raised by clients and provide feedback.
  • You will collaborate with our IT Development department to pass on enquiries or system issues and follow up on due dates.
  • You will communicate new system functionality released to the client base.
  • You will communicate required system maintenance to the client base.
  • You will provide ad-hoc remote support via SOTi software.

Requirements and Skills:

  • You must have a relevant tertiary qualification.
  • You must have excellent communication skills.
  • You must be result-driven and customer-focused.
  • You must be able to work effectively in a team, especially when collaborating with other departments.
  • You must be able to work under pressure.
  • You must be able to multitask.
  • Prior experience with ERP or WMS or tracking systems would be an advantage.
  • You must have good analytical skills for interpreting data.
  • You must have good computer skills, including MS Office Word, Excel, PowerPoint, Visio, Teams, and Outlook.
  • You must have strong Excel skills, including Pivot Tables, filtering options, and reporting.
  • A structured Query language (SQL) skill would be an advantage.
  • You must be proficient in English and German.
  • You must have at least 2-3 years of relevant work experience.
  • You must be a fast learner and self-starter.
  • You must be able to work flexible hours, including day shift changes for Europe Daylight saving hours in Winter.

Estimated Salary: R250,000 - R350,000 per annum, depending on experience.

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