We’re looking for a creative self-starter that has a thirst for learning and sharing their knowledge and knows how to have fun while doing so. We value integrity, excellence and accountability. We’re committed to continuous innovation and driven to help rethink the way we solve tough challenges and maybe shake things up.
Everyone at CQuential is encouraged to bring their best selves to work and the opportunity to realise their own personal success. In return, our employees are rewarded, recognised and celebrated! Here, you will work side by side with company leaders and industry pioneers who have proven experience in building great solutions.
Education and Experience Requirements
Matric
Relevant Diploma – MCSE
Minimum 1 year helpdesk experience
ITIL certification
Minimum 1 year customer service experience
C# knowledge advantageous
WMS experience would be advantageous
Responsibilities
Respond to requests for technical assistance in person, via phone, electronically
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Inform management of recurring problems
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Stay current with system information, changes and updates
Skills
Good organisational skills
Excellent communication
Good presentation skills
Exceptional interpersonal skills
Competent skills in English (written and spoken)
Knowledge
Good knowledge of MS SQL Server and database structures/design
Working knowledge of fundamental operations of relevant software, hardware and other equipment
Basic MS Office knowledge
Knowledge of relevant call tracking applications
Knowledge and experience of customer service practices – ITIL
Basic database administration knowledge
Related experience and training in troubleshooting and providing help desk support
Personal Attributes
Able to take initiative
Tactful and mature
Aptitude for research
Well presented
Ability to work under pressure
High level of accuracy
Ability to multitask
Deadline driven
Good listener
Analytical thinker
Team player
Flexible with time – the requirement to perform after-hours support in shifts on a 24/7 basis
Outputs To Be Delivered
20% Weighting
System and technical support
Customer hardware operates efficiently as per software needs
Effective troubleshooting and problem analysis:
Networks
Servers, disk space, memory
65% Weighting
Software support – provide first and second line support
Provide support on CQuential Software and Database requirements
1st line support – customer facing
Process support – Training per issue
Database support
Go-live support (after implementation)
Queries and complaints resolved within clients SLA
Give adequate feedback to the customer
Investigates problems and suggests possible solutions
Ensures that all interactions with the client are professional and positive
Follows up on all outstanding queries.
Follow up with developers, BAs and clients on call progress
Ensure all calls are logged and have a meaningful detailed root cause analysis
SQL queries are optimised and efficient
Provide client training when required
Take ownership and responsibility of a log
Daily checks - investigate discrepancies
10% Weighting
Operational procedures
Completed periodically in accordance with the SLA
Completed accurately first time
5% Weighting
Function as part of a team
Assist co-workers readily
Escalate where appropriate
Team administration requirements are up to date
Grows self through continuous learning
Closing date: 23 February 2022
Purpose Statement: Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Location: Rosebank
Quick Application
In line with ATG’s commitment to Employment Equity, preference will be given to suitable BBBEE candidates.
