Description:
PURPOSE OF THE POSITION
The purpose of this position is to provide assistance, advice, problem solving and technical information to internal and external customers regarding the use of the iManage and Co-Flo software applications.
DAILY RESPONSIBILITIES
Provide iManage and Co-Flo technical support to internal and external clients. Application Support Technicians are members of the customer support team that troubleshoot iManage and Co-Flo applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.
Primary Responsibilities
Provide 1st line iManage and Co-Flo telephonic and email support to customers. Provide technical product knowledge and support on the iManage Document Management System and Co-Flo developed software for our rapidly expanding client base. Have a solid knowledge of Co-Flo and be able to communicate with knowledge and confidence to clients about our products and how they have been implemented at their site. Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures. Ensure resolutions of tickets on the Support System and other calls assigned. Ensure that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech. Follow up with customers to ensure the issue has been resolved. Work closely with the management of the business to ensure swift escalation of client issues where appropriate. Research and identify solutions to client technical problems. Perform and complete system health reports. Work with the project team on implementation tasks. Monitors, resolves and escalate iManage and Co-Flo server related active issues on N-Central.
Duties and Accountabilities
Report to and take direction from the Support Manager. Ensure the call queue is managed efficiently and in a timely manner. Respond to issues raised from clients promptly guided by SLA timelines. Engage with our clients in a pleasant and courteous manner. Display initiative in your role. Provide technical training to the other members of the team on key application areas. Document ticket solutions to build the knowledge library
Additional Responsibilities
Occasionally weekend or after-hours work may be required. Respond to high priority calls out of hours if required.
Mandatory Qualifications
Matric Microsoft Certifications Microso...Additional Info:
2 to 3 years
Salary: RNegotiable
Job Reference #: 545624605