Application Support Consultant - East London - - East London

Job Description:

The successful applicant will be responsible for the implementation and support of custom designed software specifically for the motor spares retail & distribution market. Working closely with various team members to improve customer service skills, use and enhance support tools, learn effective troubleshooting techniques, and increase system knowledge.

Education and Experience:

B Com /Information System Hons
Knowledge and /or exposure to IT/Accounting systems
Experience of supporting of computer systems in a customer facing support environment
Minimum of 2 years’ experience in similar position
Analytical and problem-solving skills
Strong coaching and mentoring skills including ability to provide effective training.
Exceptional communication and people skills, including good written skills.
A valid driver’s license will be advantageous.
Willingness to travel nationally for projects when required.
Ability to work in a team environment.
An understanding of the software development environment will be an added advantage
Experience of database systems, reporting and query tools & IT in general.

Duties and Responsibilities:

Instituting corrective actions by completing accurate and complete Project tickets and ensuring developers understand fully what changes are to be carried out.
Supply ongoing applicable system training to fellow Service Desk consultants when required to do so and supply signed-off training sheets.
Assist consultants with applicable calls escalated to yourself.
Active involvement in managing two-way communication between ourselves and the relevant Account Managers
Providing application support to users - Answer, resolve, and log in-bound customer calls, identify issues and provide suggestions and long-term resolutions.
Investigate and analyse system issues to determine cause of issues and appropriate corrective action
Review and recommend continuous improvement of the systems and support processes.
Document technical information and processes for existing and newly developed functionality.
Provide clear, professional, informative, and appropriate communication to colleagues, customers, suppliers via telephonic, email, Skype, and Team Viewer
Select and explain the best solution to solving the client’s query, whether it be general system
usage, or higher-level queries
Escalate new feature requests and bugs, and assist the development team in diagnosing and testing the issue(s)
Deconstruct client issues and analyze the various solutions via various communication channels.
Effective and accurate logging, updates and closure of service desk calls and monitoring time targets of outstanding calls
Continuous self-development and on-going training on the current application functionality and new functionality

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