Job Opening at Mimecast

Job description

Does the buzz of technology excite and interest you? Do you love delighting customers? Can you find the solutions and “make it happen” for our new customers?

About The Role

This role is based within a Service Delivery team at Mimecast and we are looking for an exceptional person with excellent IT Support skills. The role requires a person to provide exceptional customer support on Mimecast Services through technical account relationships with all Mimecast customers. This will include working closely with customers and internal colleagues managing all Data Services projects and providing support to the SA client base. Mimecast’s Data Service provides a reliable and safe method for importing historical email from various email repositories to the Mimecast Email Archive service.

Who We Are Looking For

• Energetic;
• Passionate about Technology;
• Able to work collaboratively within a team environment, whilst driving specific objectives individually;
• Driven for success;
• Instinctively find practical solutions to complex problems;
• Adaptable and flexible;
• Neat and presentable;
• Structured;
• Self-motivated;
• Excellent team player.

Key Responsibilities

• Providing telephone and email based support to the SA client base
• Serve as the customer’s primary point of contact for historical data ingestion.
• Explain data requirements to customers and provide relevant documentation as necessary.
• Coordinate and verify receipt of customer data to ensure it meets defined standards and is catalogued correctly in Mimecast’s system.
• Engage with customers to address general platform questions as they relate to historical data import
• Assist clients with the use of the Mimecast services and ensure best practice configuration
• Assist with the deployment of new Mimecast systems and services to clients.
• Work alongside QA and Development teams to enhance products and services for clients
• Build and deploy documentation for clients
• Create FAQ's and Knowledge Base articles and customer help documentation
• Work in conjunction with other team members to evaluate and create new enhancements to system and processes.
• Work with and provide exceptional support to Mimecast partners and resellers
• Provide industry leading levels of support to all customers at all times.

Essential Skills And Experience

Within this corporate IT environment you will be required to have:

• Minimum of 5 years IT related experience
• Experience with Microsoft Windows operating systems
• Experience with Microsoft Exchange 2003 and 2007/2010 or experience with Lotus Domino
• Experience with email archive solutions
• Excellent trouble shooting skills
• Confident in contributing and discussing solutions
• Recognize that customer satisfaction is a principle measure of our business and our values

Desirable Skills

• Experience of providing technical support from SME to Enterprise class organizations
• Excellent trouble shooting skills
• Experience with enterprise archiving solutions advantageous

Qualifications

Degree/Diploma/Certificate in Information Technology or Information systems will be advantageous

go to method of application »

Job description

This role will provide an exciting challenge for a world class individual who wants to stand out in an entrepreneurial environment.

About The Role

The NetSuite Support Specialist will be the eyes and ears of NetSuite and will work within the burrows of NetSuite to ensure that information and the way our users are using the system can be communicated back to our support team. To be completely effective, a good understanding in NetSuite as a system is needed. The specialist will need to understand our internal business process in order to form a solid link between support, our users and the NetSuite team. The NetSuite Support Specialist will join our global team, supporting users locally in South Africa and remotely in Australia, the UK and US. The individual will be the lead support contact for NetSuite in South Africa and champion NetSuite in a positive manner at all times.

The Successful Candidate Will Be

Who we are looking for:

• Able to work collaboratively within a team environment
• Adaptable and flexible
• Neat and presentable
• Excellent verbal and written communication skills
• Excellent problem solving skills / adept at providing a workaround
• Experience of supporting customers remotely

Key Responsibilities

• Support our users in their everyday tasks ensuring the system is enabling Mimecast employees to perform to their best.
• Support and trouble shoot issues by being an integral part of our NetSuite team.
• Support and manage functionality for business processes and work closely with the CRM developers and departmental leaders in a clear, concise manner.
• Be the first point of contact acting as lead support and champion our systems in North America in a positive manner at all times.
• Fully engage with users by having a strong supportive presence. Ensuring availability within office hours.
• Must be personable with the ability to fully understand users’ needs and communicate these effectively back to the London, U.K. NetSuite Development Manager and the NetSuite team in a clear, concise manner .

Essential Skills And Experience

Within this corporate IT environment you will be required to have:

• At least 2 years’ experience in NetSuite is required.
• Must be personable, have good organizational and communication skills along with a sense of urgency.
• Be able to quickly understand different processes within a large complex system.
• Ability to manage NetSuite’s support queue ensuring all SLA’s are met.
• Must be able to provide immediate responses to all of our internal users.
• Strong communication skills and the ability to multi-task and self-prioritize.

Qualifications

BSc degree in computer science or information technology is preferred but not required.

Please note that only candidates with the required skills and experience should apply.

If you do not have a response from us within 2 weeks of your application, please deem your application unsuccessful. We wish you all the best in your career search.