Junior Support Specialist at Adapt IT Holdings

Job description

• As such, the position comes with a high degree of accountability and responsibility. The below list is not exhaustive, it merely represent a brief summary of some expectations.

Support and installation

• Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
• Provide technical support on escalated issues for both support agents and installation team.
• Real time support and coaching of agents in person and across electronic media.
• Any other tasks deemed appropriate.
• Identify repeat issues & implement long term solutions.
• Actively contribute to process improvement.
• Provide afterhours standby support.

Product Knowledge and Testing

• Troubleshoot functional application problems and user account issues
• Testing of new technologies available, both on Opera and Micros software and hardware products, 3rd Party software and hardware products, as well as general IT technologies, related to our industry.
• Regularly visit the Oracle Website - My Oracle Support - Knowledge Links and Patches/Updates
• Read new published information on Oracle Docs and attend relevant product webinars
• Test and troubleshoot all new patches and versions prior to release
• Assist and guide corporate accounts with their group specific testing
• To ensure that relevant SCR’s, new functionality and local requirements are testes and documented.

Documentation, Training and communication

• Identify and advise management of procedures that may require updating or reviewing within the team/business.
• Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
• To employ sound decision making when dealing with customer support issues i.r.o. escalation (EAME, USA, and others); resolve customer issues in the most efficient manner, in the shortest possible time.
• Forward relevant product information, fixes, workarounds, known issues, etc… to relevant personnel within the company.
• Distribute technical information to the team
• To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
• Inform the relevant account managers of support / maintenance issues regarding their customers
• Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
• Provide coaching to agents where technical and operational gaps are identified.
• Document and publish materials related to training.
• Evaluate staff needs for training and development.
• Providing appropriate training to the team members.

Minimum requirements

• Grade 12/Matric
• Opera PMS experience essential
• IT related knowledge (advantageous)
• Knowledge of Microsoft Products