Customer and Systems Support Specialist

2 months ago


Centurion, South Africa Level-Up Full time

Customer and Systems Support Specialist

We are currently looking for a Customer and Systems Support Specialist in Centurion, Gauteng, South Africa. 

Duties and Responsibilities:

  • The employee will be working in our Control Tower department, handling customer enquiries, mainly from European clients.
  • Communication with our clients will be over the phone, via TEAMS, email and in Online-meetings
  • Master data setup and maintenance in our Enterprise Asset Management System TEAM
  • Includes Testing of system set-up before client go-live
  • Documentation of standard operation procedures (SOP) for new system functionality to be implemented with clients
  • System demonstrations and User Training with clients, to show software functionality
  • Daily pro-active monitoring of client transactions and process discipline over all clients
  • Daily monitoring of client system data interfaces
  • Monitor system Error Queues resolve and or escalate back to client (if needed)
  • Data correction of incorrect transactions
  • Create Reports with analysis of the data for clients, regular and on demand
  • Proactive data analysis, to support clients decision making
  • Action / Manage client tickets logged in our Ticketing system, updating ticket status and comments with high discipline
  • Investigate system and data queries raised by the clients and give feedback to the clients
  • Collaboration with our IT Development department, passing on enquiries or system issues and follow up on due dates
  • Communication of new system functionality released to client base
  • Communication of required system maintenance to client base
  • Ad-hoc scanner / RFiD remote support via SOTi software 

REQUIREMENTS and SKILLS:

  • Relevant Tertiary qualification
  • Excellent communication skills
  • Result and customer orientation
  • Ability to work in a team, especially when working with other departments
  • Ability to work under pressure
  • Ability to multi-task
  • Practical experience with ERP or WMS or tracking systems (would be an advantage)
  • Good analytical skills, for interpretation of data
  • Good computer skills (MS Office Word, Excel, PowerPoint, Visio, Teams, Outlook)
  • Strong Excel skills, e.g. Pivot Tables, filtering options, reporting etc.
  • Structured Query language (SQL) skill (would be an advantage)
  • Language Skills: English and German
  • 2 to 3 years relevant work experience
  • Fast learner and self-starter
  • Must be able to work flexible hours (day shift change for Europe Daylight saving hours in Winter)


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