Application Support Agent

Smoke Customer Intelligence; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer intelligence provider based in Gauteng is seeking a Client Application Support Agent to provide effective support for clients using their products. The role requires strong troubleshooting skills, proactive monitoring, and effective client communication. Candidates should be proficient with ticketing systems and possess analytical capabilities. This position offers a unique opportunity to work collaboratively with various teams for product stability.

Qualifications

• Proven ability to deliver in a high-pressure environment.
• Experience using a ticketing system.
• Expertise in computing skills including Microsoft Word and PowerPoint.
• Experience in client-facing interactions during project setup and support.
• Excellent numeric capability.

Responsibilities

• Engage with clients to resolve and manage tickets.
• Proactively monitor client instances for stability.
• Manage devices and access while maintaining the asset register.
• Contribute to standardized templates and documentation.
• Conduct post-upgrade quality assurance for product readiness.

Skills

Detail and quality mindset

Client communication

Technical troubleshooting

Data literacy

Analytical skills

Education

Matric or related NQF level qualification

Tools

JIRA Service Management

Freshdesk

Microsoft Excel

Confluence

Job description

Job Purpose

The Client Application Support Agent is responsible for providing timely and effective support to clients using SmokeCI products. This includes gathering information on incidents, identifying root causes, and delivering solutions within defined SLAs. You will manage incoming support requests with care, escalation where needed, and ensure every interaction meets a consistently high standard. The role also includes performing Internal IT, including device setup and configuration, access provisioning and revocation, equipment audits and maintenance, and prompt troubleshooting for staff. You will also support UAT and work closely with the Development, Infrastructure, and Professional Services teams to ensure product stability and continuous improvement. Maintain clear documentation, follow monitoring schedules, and share knowledge with the wider team.

Responsibilities

• Ticket handling – Engage with clients to resolve and manage tickets logged with the SmokeCI ticketing system.
• Monitoring and Defect Management – Proactively monitor client instances to ensure instance stability, distributions, and responses.
• Asset and Internal IT Management – Manage devices and access, maintain the asset register and warranty lifecycle, keep office IT operational through routine checks and timely troubleshooting.
• Documentation and Knowledge Management – Contribute to standardised templates and documentation for survey set up, data setup, monitoring, QA, testing and data preparation according to best practice and documented standards.
• Eyerys User Acceptance Testing – Conduct post upgrade quality assurance to ensure product readiness.
• Product Knowledge – Develop deep knowledge of the Eyerys platform from both a user and technical support perspective, enabling effective Tier 1 issue resolution and support.
• Cross‑team Collaboration – Participate in regular engagements with SmokeCI stakeholders to ensure interdepartmental collaboration and communication.
• SLA‑based ticket handling, triage and prioritisation, queue hygiene, escalation paths.
• Troubleshooting across web apps, browsers, APIs and data flows, root‑cause analysis, clear repro steps.
• Monitoring and defect management, log reading, bug creation with evidence.
• UAT and QA, test cases, acceptance criteria, basic regression, sign‑off readiness.
• Internal IT device setup / troubleshooting for Windows and macOS.
• Networking basics, Wi‑Fi and VPN troubleshooting.
• Data literacy, Excel and CSV handling, basic SQL, Bash fundamentals and JSON for checks and investigations.
• Security and privacy awareness, safe data handling, POPIA and GDPR context.

Technical Competencies

• Detail and quality mindset, test what you change, evidence on record.

Collaboration and Communication

• Client communication, empathy, plain‑language explanations, expectation setting.
• Cross‑team collaboration with Development, Infrastructure and Professional Services for product stability.
• Stakeholder updates, concise status reports, clear handovers.

Tools and Experience Required

Ticketing platforms such as JIRA Service Management and Freshdesk. Documentation tooling such as Confluence or SharePoint.

• Proven ability to deliver in a high‑pressure environment.
• Experience using a ticketing system – essential.
• Expertise in computing skills, specifically Microsoft Word, Excel, and PowerPoint – essential.
• Client‑facing interactions in various capacities, such as during project set up and support – essential.
• Experience in conducting technical troubleshooting – essential.
• Excellent numeric capability and analytical skills – essential.
• MySQL – Query language understanding (advantageous).
• HTML & CSS – Basic language understanding (advantageous).
• Linux – Basic CLI language understanding (advantageous).
• JSON – Basic understanding (advantageous).
• Experience in setting‑up / configuring and / or using survey software / survey platform (advantageous).

Qualifications

Minimum qualification: Matric or related NQF level formal tertiary qualification in IT or related field is advantageous but not required. Certifications such as SQL, HTML, CSS, JSON or Linux are advantageous. Equivalent experience in lieu of formal qualifications are fully acceptable.