Jobs 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

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Job description

The Support Supervisor position is a support desk leadership function within the organization. As such, the position comes with a high degree of accountability and responsibility. Key focus areas will include but not be limited to managing and coordinating your team to meet customer SLA, CES and NPS targets and monitoring call logging processes and escalations. Your team’s skills and excellent service delivery will contribute to the overall success of the customer experience.

• Manage and coordinate daily cases, priorities, and escalations to achieve set SLA targets.
• Supervising support desk staff and organising and monitoring work processes to provide quality service in line with set customer service standards.
• Identify training and coaching areas for support team and implement with the team and assistance of relevant specialist.
• Review processes and procedures on a regular basis to suggest improvements to team and management.
• Analyse call data to identify repeat system issues and escalate to specialist to investigate permanent solutions.
• Maintain product knowledge and share relevant information with Opera team and sales.
• Communicate with Account Managers and Sales Managers regarding issues their customers experiencing  and suggest possible solutions.

Minimum requirements

• Grade 12/Matric
• Opera experience essential
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within hotel environment
• Knowledge of Microsoft Products