This is an exciting opportunity for a highly analytical person with a knack for troubleshooting and a passion for client service. The role involves responding to client requests, replicating and resolving client issues, logging and managing support tasks and performing in-depth analysis of issues. Providing technical assistance to the clients with a dedication to client success, you will maximise client satisfaction and provide value with every interaction.
Key Responsibilities / Accountabilities
Ensure daily client data processing occurs successfully. Review errors and reprocess data within the agreed SLA
Answer client support requests using the organisations support desk tool. This may be via multiple channels including email, telephone or instant messaging.
Assist in the release management process, making sure that clients are on the latest versions of the software. This entails communication with the client, internal testing, UAT and ensuing any issues are resolved before the release is live in the client environment.
Automate and enhance start of business checks for all client solutions. The objective of this automation is to ensure issues are proactively identified and resolved before they impact a client.
Document support task progress and technical details throughout the support task lifecycle
Use creative trouble shooting and problem-solving skills to help solve client issues.
Follow up with clients to verify solutions are successful and drive client satisfaction.
Escalate complex issues to the Support Desk Manager in a timely manner with appropriate details captured.
Document problem solutions in the company knowledge base.
Participate in recurring support review meetings, presenting challenging support cases and new ideas to support them.
Impress our clients with your empathy, professionalism, responsiveness, technical ability and attention to detail, representing the company's brand
Technical Skills / Expertise
Data cleaning / Integrity checking
Strong analytical and troubleshooting abilities
Experience of creating reports using Excel or equivalent
Iterative testing including debugging and refactoring
Basic network and IT infrastructure environment knowledge
Excellent oral and written communication skills
SQL, SSIS, database scripting (stored procedures, user defined functions, queries, triggers) (advantageous)
Some experience in a programming language (advantageous)
Any sort of ETL or Data Warehousing knowledge (advantageous)
Statistical languages (such as R and Matlab) (advantageous)
Experience of consuming APIs (advantageous)
Preferred Qualifications & Experience:
Tertiary degree in BSc Computer Science, B.IT or Informatics related degrees, Mathematics, Applied Mathematics, Actuarial Science or an Engineering degree.
1+ years working experience in a technical support environment