Senior Customer Support Specialist (Olivedale)

Location: Top Floor, Ash House, cnr Olive and Lima Roads, Olivedale, Johan, Gauteng, South Africa
Date Posted: 08-08-2018
Senior Customer Support Specialist Job Description:

Purpose of the job:

To manage and handle customer queries and support questions related to the Smoke CI products. To implement, monitor and maintain the installation of those products for the customers.

Job Responsibilities: 
  • Regularly engage with customers to resolve and manage tickets logged by customers within the Smoke CI ticket system.
  • Answer customer inquiries regarding Smoke CI products.
  • Advise and guide customer in ways to use the software they are working with.
  • Work with the project manager and project team to implement new product installations and additional projects customers may use.
  • Install, perform minor repairs/configurations and updates to the Smoke CI product according to the product specifications.
  • Log initial bug-reports based on customer issues in the bug tracking system.
  • From time to time identify ways to optimise customer installations and report/discuss with the rest of the team
  • Advise customers using best practice on how to implement the Smoke CI features.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Advise on new features and requirements of products.
  • Refer major system problems/issues to relevant third party suppliers.
  • Handle sensitive or confidential customer material with the necessary diplomacy without disclosing information prematurely or incorrectly.
  • To be an active representative of the Smoke CI brand, acting with integrity and passion.
  • SQL Scripting and Query building is a must
  • Bash scripting and automation is a must
Competencies:
  • Technical Knowledge and skill
  • Motivating others
  • Resilience
  • Customer Service Orientation
  • Analytical thinking
  • Communication skills
  • Planning and Organizing ability
  • Presenting and communicating information
  • Attention to detail
  • Persuasiveness
  • Problem-solving & Analysis
  • Using Initiative
  • Flexibility
  • Personal Motivation
  • Following  instructions and procedure
  • Time management
  • Ability to display emotional resilience and the ability to withstand pressure on an on-going basis.
  • Integrity
Experience and Knowledge required:
  • Minimum of 2 years job related experience
  • Knowledge and working experience with SQL Server 2008, Transact SQL for SQL Server 2008, XML, CSV, Excel, VPN technologies, Remote Desktop, MySQL knowledge a bonus
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