Responsible for ensuring support levels from both management and users. You will need to track, solving and report support issues and search for solutions to these issues. Report all raised daily issues and project-related concerns to the Support Team Leader.
Responsibilities
- Serve as the Second – onsite point of contact for customers seeking technical assistance.
- Provide Second – onsite level of support for Operated Technology products and services; support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
- Conducting the upgrade plans and follow up maintenance contracts.
- Build relations with customer to advise with improvement Ideas.
- Follow with customers whose issues are not closed to Identify solutions to work around open issues/problems that are under investigation or pending resolution to the assigned tickets.
- Ensure that technical and/or application support requests from end users are received and recorded in the ticketing system.
- Ensure that the tickets are updated with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
- Act as a change management agent for influencing changes and report adaptation ratios.
- Prepare the required reports, analysis and set up the documentation necessary.
- Present results to technical and non-technical audiences.
Qualifications
- Bachelor’s degrees in accounting, Computer Science, finance or related field.
- Minimum of 2 years relevant proven experience
- Excellent communication skills, verbal and written (must be fluent in English).
- A good understanding of product business know-how would be an advantage.
- Good understanding of SAP and common ERP systems. Is a plus
- Excellent Knowledge with Microsoft Office and its applications.
- Excellent analytical and problem-solving skills.
- Able to read situations and modify behavior to build quality relationships.
- Detail oriented, while still meeting and delivering under tight deadlines.
- Resilient and motivated self-starter who can independently initiate and drive projects to completion, working with team members to deliver results.
