Description:
Primary Responsibilities:- Client Support: Provide exceptional support to clients using our international supply chain application. Address client inquiries via email or phone and resolve issues professionally and efficiently.
- Troubleshooting & Issue Resolution: Diagnose, troubleshoot, and resolve software-related issues, including functionality, systems integration, and user experience/education. Escalate complex issues to the appropriate technical teams within the business.
- Client Training: Assist with onboarding and training clients, ensuring that they can effectively use the software by providing clear instructions and ongoing support.
- Documentation & Reporting: Maintain accurate records of client issues, resolutions, and feedback using an online support tracking system, and keep timesheets updated.
- Collaboration: Work closely with development teams, Business Analysts, and Project Managers to ensure client issues are resolved promptly. Share client feedback with relevant teams for continuous product improvements.
- Product Knowledge: Stay up to date with software updates, new features, and best practices in international supply chain software, to provide clients with the most effective solutions.
- Quality Assurance: Ensure that all client interactions align with the companys service standards and quality expectations.
Required Qualifications and Experience:
- 3-5 years of experience in a client support or help desk role, ideally within a technology or software environment.
- Experience with supply chain, logistics, freight forwarding, or ERP systems is highly advantageous, as is familiarity with international supply chain software systems.
- Strong technical aptitude with the ability to troubleshoot and resolve software-related issues.
- Excellent communication skills (both written and verbal), with the ability to explain technical concepts to non-technical clients.
- A tertiary qualification (National Diploma, Degree, or equivalent) in a related field is preferred.
Personal Attributes:
- Client-Focused: A strong commitment to client satisfaction with a proactive approach to problem-solving.
- Team-Oriented: Able to work collaboratively with both technical and non-technical teams.
- Detail-Oriented: Exceptional attention to detail and the ability to handle multiple support requests at once.
- Time Management: Strong organizational skills with the ability to prioritize tasks and meet deadlines.
- Adaptability: Comfortable working in a structured environment while adapting to changing client needs.
- Patience & Empathy: Ability to maintain professionalism and calmness in challenging client situations.
Advantageous Skills:
- Experience with integration technologies such as web services, APIs, or similar systems.
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22 Mar 2025;
from:
gumtree.co.za