Technical Support Engineer at insightsoftware

Job Description
Are you an intelligent and highly motivated Technical Support Associate with excellent communication and troubleshooting skills? The ideal candidate is passionate about assisting customers, has technical skills, is an excellent problem solver, and is self-directed. You will work from home or in our office in Johannesburg, South Africa.

As a Technical Support Associate, you will need to deliver timely and high-end Tier 1 support to our Wands (Oracle & SAP) customers mostly based in the EMEA and APAC regions, partners as well as to our internal team. 

You work on high-profile and highly visible clients/projects, working collaboratively with clients, functional consultants, technical team and product developers to ensure the highest quality services are provided. You serve as a motivational team member to ensure internal and external needs are met and customer satisfaction is achieved.

Responsibilities: 

• Provide technical support to business clients.
• Properly coding and actioning support cases on a timely basis.
• Timely resolution on cases or escalation of issues to the relevant team members or development.
• Respond to service requests via email/chat with professionalism and cordiality.
• Working with team members to provide consistent quality support to customers.
• Continual improvement of processes, including keeping the incidents up-to-date database by creating Knowledge-Based Articles.
• Provide heightened support for new functionality or features.
• Assists in planning and deployment of new technology.
• Strengthen business relations with clients by providing professional and quality service.
• Follow best practices for support ticket workflows.
• Other duties may be assigned as needed.

Qualifications
Required:   

• Previous Tier 1 customer support experience.
• High proficiency in Microsoft Excel and Office applications.

Nice to have:

• Previous experience working with Salesforce.
• Basic technical SQL knowledge.
• Basic Oracle and/or SAP knowledge.
• Experience with Performance diagnostics and tuning.
• Experience with software installations, network operations, and software support

Communication skills:  

• Ability to communicate correctly and clearly with both internal team members and external customers.
• Native or equivalent English proficiency
• Excellent documentation skills.
• Excellent composition skills: The ability to compose a grammatically correct, concise, and accurate written response.
• Good comprehension skills: The ability to clearly understand and state the issues customers present.

Valued Traits:  

• Highly motivated and driven to perform at the highest level.
• Shows pride in producing quality deliverables.
• Always being punctual and professional internally and with customers.

Additional Information

• We’re a happy team and we all really love what we do. We've created a space where high achievers can succeed but are also safe to fail. We are profitable and focused on growing sustainably. We're always learning how to make Insightsoftware the best place to work for all of us, and not just another technology Vendor. We’re always looking for an amazing new teammate to come share in the excitement of solving challenging problems with technology.