Support Associate

at  MagicOrange

POSITION SUMMARY:

The Support Associate at MagicOrange is the starting point for graduates to begin their journey in our Customer Success and Delivery organisations. The Support Associate plays a critical role in managing our support desk, ensuring customer satisfaction, and maintaining the efficiency of our service delivery. They will handle customer support tickets, manage adherence to SLAs, and facilitate communication between customers and our team. Additionally, they will assist with activities in our broader Delivery and Customer Success functions.

CUSTOMER ENGAGEMENT:

• Serve as the first point of contact for customers seeking technical assistance.
• Ensure high levels of customer satisfaction by providing professional and prompt responses.
• Develop a deep understanding of the MagicOrange toolset to provide accurate and insightful support.

ESSENTIAL SKILLS

• Ability to manipulate and transform large data sets in a timely and accurate fashion
• Ability to work to a deadline and prioritise and manage workload independently
• Takes the initiative and drives their own deliverables while contributing to a fast-paced deliverable focused team environment
• Capability to quickly understand data, processes and procedures
• Capability to learn new systems and technologies
• Communication and interpersonal skills

DESIRABLE SKILLS

• Experience or understanding of Support Desk and ticketing
• Experience of visualization tools such as Microsoft Power BI
• Understanding of activity-based costing and cost allocations
• Basic understanding of IT infrastructure stack
• Experience with Public Cloud (AWS, Azure etc.)
• Understanding of corporate Budgeting and Forecasting process
• Experience of working in technology consulting

Qualifications:

• Matric
• A relevant Bachelor’s degree in Finance (CA/CMA), Information Systems, Computer Science, Engineering, or equivalent work experience