Support Agent - Midrand at Adapt IT Holdings

Job description

• To provide telephonic / remote / onsite support for all Micros products.
• Clients on ‘Stop-Support’ are not to be support without the authorization by Management.
• To ensure accurate and timely updates of logged support issues one the in-house call logging system.
• To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
• To make sure the billing process is adhered to with regards to chargeable calls and managed with the help of account managers and projects.
• Be responsible for interaction with customers via email, telephone etc.
• 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.
• Maintain all documentation required by Micros.
• Assist with the occasional implementing, testing, and writing of any documentation that may be required.
• Test and troubleshoot new versions prior to release.
• To employ sound decision making when dealing with customer support issues such as escalation, resolve customer issues in the most efficient manner, and in the shortest possible time.
• To always maintain effective communication with our customers, through a planned program of scheduled telephonic conversations and meetings.
• Inform the relevant account managers of support/maintenance issues regarding their clients.
• Attend any relevant training course which is set to improve knowledge on the company’s or associated applications.
• Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly.
• Collaborating extensively with peers and other teams to drive problem resolution and contribute to growing the knowledge.
• Logging and managing support cases with 3rd parties.
• Dealing with all historical cases – cases include configuration changes, training cases and balancing queries.
• Will be responsible for support installs this would include new credit card installs and other installs deemed necessary.
• Scheduled patch installs.
• Support issues with regards to new database role outs.
• Ensure that cases are updated, and SLA is kept on the cases owned by the individual.

Minimum requirements

Minimum Qualification and Experience Requirements

• Matric / Grade 12 / Equivalent
• Micros experience essential.
• IT related knowledge (A Core and N Core Added advantage).
• Excellent Database Skills.
• Minimum 1 year experience within restaurant industry. 
• Good understanding of Microsoft products (Windows, Office).
• Driver’s license.