Customer and Systems Support Specialist
2 months ago
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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