j5 Support Engineer at Hexagon PPM

Overview

You will be working with a dynamic Client Support team in Cape town. The role requires you to work through support queue tickets and provide solutions / work arounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line in with our SLA’s. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal). 

Responsibilities

• We are looking for outgoing, productive and highly talented Support Engineers, especially those who have a dual interest in Customer Service and Bug fixing, to join our talented Support Team. Responsibilities will include:           
• Responding to customer bug reports or from receipt to resolution (including updating tickets, responding to e-mails etc)
• Identifying and Redirecting non-support items to the relevant department.
• Reporting to and escalating client issues to the Support Manager
• Keeping up to date with the details / terms / response times of client support contracts and applying them to ticket resolution
• Reproducing, diagnosing, analysing and correcting reported defects
• Deploying fixes for (and proposing solutions to) defects that occur in our software on customers sites and elsewhere.
• Interfacing with the end users of the software, and with the partners who are reselling configuring the software, for training, technical support, feedback etc
• Working and collaborating closely with members of the global j5 team based in Cape Town.

Qualifications

• Degree(s) in Mathematics, Applied Mathematics, Computer Science or Engineering would be beneficial
• Exceptional academic record
• Client liaison and etiquette, with an embedded mindset of delivering a positive customer experience
• The ability to handle multiple, competing priorities while maintaining high quality standards.
• Good team player who is willing to learn and grow
• Software Support experience in a client-facing role
• Knowledge and experience working with one or more programming languages
• Excellent teamwork, people and communication skills