Product Support Specialist

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, advocates for customer success, and has mastered managing, operating, and driving help desk calls (both assigned and created by themselves).

What will you be doing :

• Support bespoke software products (remote first, onsite when needed)
• Manage daily operations of SQL-rich environments, including scripting and administration
• Liaise with external customers and internal stakeholders
• Own assigned calls from start to finish, including interdepartmental liaising and following escalation processes as per policy
• Update all assigned help desk calls daily to ensure timely, effective client service without complaints
• Log, update, chase, and escalate calls within acceptable time frames
• Conduct ad hoc software testing before deploying updates to clients
• Support new products, upgrades, and releases, including deployment
• Handle product installations and upgrades
• Train clients on various software products as required

Technical skills :

• At least 2 years' experience scripting and administering Microsoft SQL Express, SQL Server, and SQL (required)
• Help Desk administration experience, including call logging, managing workflows, and understanding the call/ticket lifecycle (required)
• Proficiency in Microsoft Office applications (required)
• Valid driver's license and own reliable transport, as travel may be required for training and implementations (role dependent)
• A company vehicle will be provided when available (preferred)
• Experience in the fruit industry or meat industry is highly beneficial due to parallels in application sets
• Experience with handheld/mobile scanners and related hardware/software (beneficial)
• Graduate qualification in Logistics, Supply Chain Management, or Industrial Engineering

Required Experience :

Unclear seniority level

Key Skills

Sales, Marketing, Customer Service, Communication, Military Experience, Retail Sales, Product Demos, Customer Support, Product Management, Product Development, Unity, Microscopy