Technical Systems Support and Client Liaison Professional

1 month ago

Centurion, Gauteng, South Africa Level-Up Full time
System Support Specialist for Level-Up

Join a cutting-edge organization like Level-Up, where innovation meets expertise. We are currently seeking an exceptional Customer and Systems Support Specialist to drive our Control Tower department forward.

As a key player in our team, you will be responsible for handling customer inquiries primarily from European clients, utilizing your excellent communication skills to provide seamless support over the phone, via TEAMS, email, and online meetings.

Main Responsibilities:

  • You will work closely with our clients to master data setup and maintenance within our Enterprise Asset Management System, TEAM, ensuring timely and accurate configuration.
  • A significant aspect of this role involves testing system set-up before client go-live, guaranteeing a smooth transition.
  • Documentation is crucial; you will create standard operation procedures (SOP) for new system functionality to be implemented with clients.
  • Demonstrate software functionality to clients through system demonstrations and user training sessions.
  • Maintain daily pro-active monitoring of client transactions and process discipline across all clients.
  • Track system error queues, resolve issues, and escalate if necessary.
  • Data correction of incorrect transactions.
  • Produce reports with insightful analysis of data for clients, both regular and on-demand.
  • Conduct proactive data analysis to support clients' decision-making processes.
  • Action and manage client tickets logged in our Ticketing system, updating status and comments with high discipline.
  • Investigate system and data queries raised by clients, providing feedback and support.
  • Foster collaboration with our IT Development department, passing on client inquiries or system issues and following up on due dates.
  • Communicate new system functionality releases and required system maintenance to the client base.
  • Provide ad-hoc scanner/RFiD remote support via SOTi software.

Requirements and Skills:

  • Relevant tertiary qualification.
  • Excellent communication skills.
  • Results-driven and customer-focused approach.
  • Ability to work effectively in a team environment, especially when collaborating with other departments.
  • Capacity to operate under pressure and manage multiple tasks simultaneously.
  • Practical experience with ERP or WMS or tracking systems would be advantageous.
  • Strong analytical skills for interpreting data.
  • Proficient computer skills, including MS Office (Word, Excel, PowerPoint, Visio), Teams, Outlook, and SQL.
  • Advanced Excel skills, including pivot tables, filtering options, and reporting.
  • Language skills: English and German.
  • Minimum 2-3 years relevant work experience.
  • Fast learner and self-starter able to adapt quickly to new situations.
  • Flexibility to work variable hours, including shifts that may accommodate European daylight saving time.

Estimated Salary: R 250,000 - R 350,000 per annum, depending on qualifications and experience.

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