1st Tier Customer Advocate at Relx

• We are looking for a Tier 1 Customer Advocate to join our team. An excellent opportunity for someone who is interested in developing a long-term career in a leading technical service and operations department, in a highly visible and customer facing role.

About the role:

• The Proagrica Network has 27k+ trading connections enabled through it, integrating global business electronically with an array of message formats such as IDOC, EDI, XML. As a Tier 1 Customer Advocate you will be the first point of contact for our customers and internal employees.
• Naturally, customer service is imperative in this role. Our business depends on happy customers and you will maintain customer satisfaction when our software & systems aren’t quite operating to plan as well as optimising their experience when everything is running smoothly.
• It is essential you have an aptitude for working with applications/systems to undertake analysis, diagnosis, rectification of issues (including document failures, mapping errors, lookup updates) and monitoring the progress made in resolving complicated technical issues which have been escalated to colleagues in other tiers. You will become familiar with Interlok™, our leading integration technology and the numerous technology platforms we provide to our customers.
• Full training and mentoring will be provided, but we are looking for someone who is capable of learning independently and enjoys challenging themselves, in tandem with the more formal training and coaching.

About you:

• You love people. Interacting with people gives you energy, and you feel good when you’ve helped someone out.
• You love teamwork. Your ideal day is when you and the team have worked together to solve a problem.
• You want a role where you can use your intellect and people skills every day and where these are valued and rewarded.
• You have a positive attitude and are a fantastic communicator.
• You are fascinated by technology and learning new things.

Responsibilities Include:

• Analysing & triaging customer issues and ensuring the correct requests are dealt with by Tier the Tier 1 team or escalated to Tier 2 engineers.
• Reading and understanding Interlok™ configuration and XSLT mappings for troubleshooting.
• Maintaining a high degree of customer service for all support queries and participating in customer calls where necessary
• Proactive monitoring, making sure our systems and the Proagrica Network are operating without any faults, identifying errors before customers report them.
• Debugging Java stack traces and analysing log files.
• Inspecting and reading XSLT mappings.
• Tracking and tracing through messages reported by customers or which are flagged up on dashboards to find the root cause.
• Working with a variety of protocols for example AS2, SFTP, X400, SMTP

Required:

• An IT background (education/work experience).
• Outstanding written and spoken communication skills (with customers and to liaise with the Tier 2 team or other teams as appropriate).
• Can deliver a high level of customer service.
• An inquisitive mind and problem solver.
• A passion for IT.
• Experience / working knowledge of common databases commands for example for MySQL.
• Experience/ working knowledge of the Unix/Linux command line.

Desirable:

• Experience with identifying bugs/faults in software (for example by setting up local environments to recreate issues).
• Experience in a technical support or help desk role.
• Experience in supporting in-house software and platforms.
• Experience in programming (any language).
• Reading and understanding XSLT.
• Experience reading, editing of XML, EDI, IDOC, CSV files and other text formats.
• An ITIL qualification.
• Any other language e.g. Afrikaans – written & oral.
• Knowledge or hands-on experience with message brokers e.g. SonicMQ, IBM WebSphereMQ, RabbitMQ, ActiveMQ.