Product Support at QES

QE Services IT Recruitment; Durbanville; On-site; ZAR 250 000 - 450 000; Full time

Job summary

An established industry player is seeking a dedicated Product Support Specialist to join their team. This exciting role involves supporting bespoke software solutions in the agricultural sector, ensuring customer success through effective help desk management. With a focus on problem-solving and collaboration, you'll be responsible for daily operations in SQL environments, liaising with clients and internal stakeholders, and providing training on software products. If you thrive in a dynamic environment and are passionate about delivering exceptional support, this position offers a fantastic opportunity to make a significant impact.

Benefits

Company vehicle when available

Training opportunities

Flexible working hours

Qualifications

• 2+ years experience in scripting and managing SQL environments.
• Proficient in help desk administration and Microsoft Office applications.

Responsibilities

• Support bespoke software products both onsite and remotely.
• Manage help desk calls and ensure timely resolution for clients.

Skills

Scripting

Microsoft SQL Express

SQL Server

Help Desk Administration

Proficiency in Microsoft Office

Customer Service

Problem Solving

Education

Grade 12 / Matric

Degree in Logistics and/or Supply Chain Management or Industrial Engineering

Tools

Microsoft Office

SQL

ITIL

Job description

My client based in Cape Town (North) is currently sourcing for a Product Support Specialist to join them on a permanent basis.

Agricultural Industry / Onsite / Cape Town / Drivers License / Own Transport / Fully Bilingual

The Role

We have an exciting opportunity for a Product Specialist. This role is a support role that services clients in the agriculture industry reporting to the IT & Support Manager.

The Product Specialist supports bespoke software solutions both onsite & remotely and liaises with other internal stakeholders / departments as needed to solve any issues that may arise. The ideal candidate displays resilience under pressure, is an advocate for customer success, and has mastered how to manage, operate, and drive help desk calls (both assigned to them and created by them).

What Will You Be Doing

1. Support bespoke software products (remote first / onsite when needed)
2. Daily operations, administration of SQL rich environments (managing, administrating, scripting)
3. Liaise with customers externally and stakeholders internally
4. Own any assigned calls from start to finish - this involves inter-departmental liaising, following the escalation process as governed by policy
5. Help Desk administration - update all calls assigned to this vacancy daily to ensure clients are served timeously, effectively, and without complaints
6. Logging, updating, chasing, escalating calls daily, within acceptable time frames
7. ADHOC software testing before pushing updates to clients
8. Supporting new products, product upgrades, product releases (includes deployment of)
9. Product installations and upgrades
10. Training clients as required on various software products

Technical Skills

1. At least 2 years experience scripting, administrating Microsoft SQL Express, SQL Server, SQL (required)
2. Help Desk administration (call logging, working calls, driving calls to closure, understanding of call/ticket life cycle, ITIL exposure) - (required)
3. Proficiency in Microsoft Office applications (required)
4. Valid driver's license and own reliable transport a must as this role may on occasion require travel (for training and implementations)
5. A company vehicle will be provided when available (first choice)
6. Fruit industry experience (massively beneficial - same with meat industry as parallels exist between application sets)
7. Hand held / Mobile scanner experience (software such as APK installations / understanding of hardware) beneficial
8. Graduate in either Logistics and/or Supply Chain Management or Industrial Engineering

If you meet these requirements and would like to apply, please mail your cv to [Email Address Removed]

Desired Skills

1. SQL
2. ITIL
3. Help Desk Support

Desired Work Experience

1. 2 to 5 years

Desired Qualification Level

1. Grade 12 / Matric