Johannesburg: Application Support Consultant

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 OR Information Systems Degree Knowledge and /or exposure to both IT and Accounting systems Experience of supporting of computer systems in a customer facing support environment 2 years’ experience in a similar position Valid driver’s license Willingness to travel nationally for projects when required An understanding of the software development environment (advantageous) Experience of database systems, reporting and query tools & IT in general Responsibilities: Implement software with new client take-ons, including training and onsite support 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 that have been escalated Active involvement in managing two-way communication between Service desk 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 Recommend continuous improvement of the systems and support processes 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 analyse 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 Competencies: 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 Ability to work in a team environment