Software Application Support Consultant at SurTech Group of Companies

Key deliverables

• Ensure excellent quality of stakeholder engagement, and client relationships.
• Provide word-class support services to our clients and meet SLAs
• Resolve issues and adhere to response time.
• Take ownership of the support case and follow through until case is closed
• Ensure customer satisfaction in resolving their queries
• Continuous learning is encouraged through Knowledge Base articles and quarterly case reports

Technical knowledge, skills & abilities

• Technical troubleshooting skills Operating System and 3rd party applications
• Software installation knowledge
• IT-orientated and technology-savvy
• Must have/show interest in the auditing environment
• Must have strong Database admin skills
• Have ERP applications support experience as well as scripting skills

Behavioural, soft competencies & skills

• Strong work ethic
• Attention to detail and a passion for accuracy
• Aptitude to learn new software quickly
• Desire to exceed customer expectations
• Ability to work under pressure and strict deadlines
• Ability to work independently and self-manage
• Ability to prioritize and remain focused on the job at hand
• Ability to take direction
• Display professional business etiquette
• Ability to clearly communicate and manage client expectations
• Excellent ability to develop strong client and stakeholder relationships.
• Self-starter who is pro-active and can both identify project risks and address these successfully

Education & qualifications

• Completed BSc in IT / Information Systems or similar tertiary qualification
• ACDA Certification (desirable requirement)

Details of experience

• 2 years technical support experience in an IT environment
• 1 year data analytics solution experience
• Scripting skills
• Computer literacy with MS office skills (Excel, Word and Power Point)
• A+ and N+ highly desirable