Support consultant

at  SurTech

TECHNICAL KNOWLEDGE AND SKILLS:

• Provide technical support and assistance to customers either via the phone or email
• Provide first point of contact for customer queries logged via phone or email
• Perform remote troubleshooting through diagnostic techniques and asking pertinent question
• Determine the best solution based on the issue and details provided by the customer
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support personnel / development team
• Provide accurate information on products or services
• Manage customer support queries according to Konsise SLAs (response, resolution)
• Record events and problems and their resolution in logs
• Follow-up on queries and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures
• Reporting of helpdesk ticket statuses to the management/services team
• Technical troubleshooting skills Operating System and 3rd party applications
• Software installation knowledge
• IT-orientated and technology-savvy
• Must have/show interest in the auditing environment
• Must have strong Database admin skills
• Have ERP applications support experience as well as scripting skills

KNOWLEDGE

• Understanding of the Agile process
• Proficiency in analysing features, functions, enhancements and creating test cases to ensure correct functioning
• Understanding of testing fundamentals and principles
• Knowledge of Jira and
• Confluence
• Knowledge of Azure
• Technologies Functions,
• Storage Accounts, Queues Understanding of unstructured databases Working understanding of
• Javascript

BEHAVIOURAL SKILLS & SOFT COMPETENCIES

• Customer Responsiveness
• Team Player
• Attention to detail
• Deadline driven
• Accurate
• Conflict handling Skills
• Problem Solving
• Analytical skills
• Results orientated
• Initiative
• Tenacity and Resilience
• Work under pressure
• Ability to work independently and self-manage

REQUIRED EXPERIENCE

• 0-2 years technical support experience in an IT environment
• Scripting skills would be beneficial
• Computer literacy with MS office skills (Excel, Word and Power Point)

EDUCATION AND QUALIFICATION

• Relevant Computer Science of Programming degree/qualification
  For more information, or any questions contact Tamsin Jatho, tamsinj@surtech.co.z

Please refer the Job description for details