Software Support Officer - Paarl
Hopkins Coetzee Associates
Wine MS is an organization that offers specialised business information software to farm and winery and other related businesses (including olive, juice plants). They are seeking to appoint a Software Support Officer who is self-motivated with a strong work ethic and good time-management skills to join their team. This position is based in Paarl and reports to the Manager WineMS. The Software Support Officer will be responsible for providing technical support and guidance to clients in the wine industry utilising our cloud-based software solutions. This role involves troubleshooting, client education, and ensuring optimal use of our software for vineyard and winery management. Key Responsibilities: Client Support: Provide timely and effective technical support to clients via phone, email, or chat. Troubleshoot issues related to software functionality, data integration, and system performance. Training and Education: Conduct webinars, create instructional materials, and offer one-on-one training sessions to educate clients on software features and best practices. Issue Resolution: Collaborate with the development team to address software bugs and user experience issues. Follow-up with clients to ensure their concerns are resolved. Feedback Collection: Gather client feedback to understand their needs and challenges. Contribute insights to the development team for software enhancements. Documentation: Maintain detailed records of client interactions, issues, and resolutions. Update FAQs and support documentation. Product Knowledge: Stay up to date with the latest features of the software and the evolving needs of the wine industry. Requirements: Grade 12 with a relevant tertiary qualification in Computer Sciences, Information Technology, or a related field Microsoft SQL would be advantageous 1-3 years of experience in technical support, preferably with cloud-based software Experience with data analysis and reporting tools Strong understanding of the wine or agricultural industry and its technological needs Excellent problem-solving and communication skills Ability to explain technical concepts to a non-technical audience Familiarity with CRM systems, helpdesk software, and remote support tools Fluency in Afrikaans and English languages is a plus Work Environment and Conditions: This position requires working at the office during office hours. By Submitting your information and application you hereby confirm: That you have read and understood our Privacy Policy (www.hopcal.co.za). That you give us permission to retain your personal information in our database for future matching to employment opportunities. Should suitable opportunities arise we will contact you and request your consent to submit your CV to a specific client for a specific purpose. That the information you have provided to us is true, correct and up to date. Please ENSURE that your application includes the following: a comprehensive Curriculum Vitae and/or LinkedIn reference, inclusive of contact and email information a covering letter motivating the application an indication of current and expected remuneration availability contactable referees If you have not heard from us within 4 weeks of the closing date, please accept that your application was not successful. Only short-listed candidates will be contacted. Closing date: 2 April 2024
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