Software Support Engineer T1 Market Related

Datafin It Recruitment; Cape Town; On-site; ZAR 25 000 - 45 000; Full time

Job summary

Join a prominent player in CRM and Contact Centre solutions as a First Line Support Engineer. This role is essential in delivering outstanding customer support, addressing inquiries, and resolving issues efficiently. You will engage with various CRM systems, ensuring user satisfaction and maintaining high service standards. The ideal candidate will possess strong analytical and communication skills, with a proactive approach to problem-solving. This is an exciting opportunity to be part of a dynamic team that values innovation and customer care, providing a platform for personal and professional growth.

Qualifications

• 2+ years of experience in end-user support for CRM applications.
• Understanding of call center environments and basic PC troubleshooting.
• Experience with databases and data models is beneficial.

Responsibilities

• Provide 1st line user support for CRM ticketing system.
• Ensure timely resolution of issues to meet SLA targets.
• Contribute to the creation of support documentation.

Skills

Customer Service Skills

CRM Application Support

Troubleshooting

Analytical Skills

Communication Skills

Education

Matric Certificate

Tertiary Technical Qualification

Certification in Software Coding

Tools

Freshdesk

Zendesk

Odoo

Salesforce

Zoho

MS Dynamics

Job description

Duties & Responsibilities

ENVIRONMENT: Our client, a prominent player in CRM and Contact Centre solutions within the Southern African region, is known for its utilization of cutting-edge technology to serve an enthusiastic customer base.

They are currently in search of a First Line Support Engineer to play a pivotal role in aiding their customers with their product support inquiries, encompassing user assistance, configuration adjustments, troubleshooting, and incident management.

Applicants should possess exceptional customer service skills and practical experience in configuring and supporting CRM systems.

DUTIES:

1. Remain updated with Standard Operating Procedures and ensure that these are always adhered to.
2. Provide excellent customer service by developing and maintaining a habit of delivering more than expected, demonstrating accountability through action, and treating everyone with courtesy and care.
3. Provide 1st line user support to customers for tickets logged and assigned on their CRM Ticketing System for all IMAC (Incidents, Moves, Additions, Changes).
4. Ensure that issues are resolved in a timely manner to meet defined SLA targets.
5. Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers.
6. Escalate to 2nd tier where required according to escalation guidelines.
7. Perform basic builds / moves / additions and change requests from time to time when appointed resources for this role are not available.
8. Remain constantly up to date and fully conversant with the company's suite of technologies to provide world-class service to fulfil this role.
9. Provide 1st line product support both during and after standard working hours according to the published Standby Roster.
10. Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution and gather necessary requirements to meet customer expectations.
11. Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
12. Contribute to creation of support documentation.

REQUIREMENTS:

1. Minimum 2 years' experience providing end user support to customers for CRM applications such as Freshdesk, Zendesk, Odoo, Salesforce, Zoho, MS Dynamics etc. (application support).
2. Good understanding of call centre environments and equipment.
3. Good understanding of basic PC and network routing & troubleshooting essential.
4. Experience working with Odoo and Python coding beneficial.
5. Experience working with databases and data models beneficial.
6. Matric certificate.
7. A tertiary technical qualification.
8. Any qualification or certification in software coding, databases will be beneficial.

ATTRIBUTES:

• Logical, analytical and troubleshooting skills.
• Proactive mindset.
• Self-confident and go-getter attitude.
• Resilient and committed to self-development.
• Verbal and written communication.
• Multi-tasking.
• Patience, understanding and empathy.
• Critical thinking.
• Relationship management.