Salary: Competitive with the market standards
Location: George, South Africa
Job Level: Junior/Mid-Level
Employment Type: Permanent
Reference Number: #SUPP
Company: Badger Holdings
At Badger Holdings, we are a globally recognized company with a local touch. We are driven by a meaningful mission to bridge the gap between people and technology, making a positive impact. If you are passionate about technology and possess a strong work ethic, you could be the perfect addition to our tightly-knit team of experts specializing in development, project management, and quality assurance.
We are currently seeking a System Support Specialist to ensure that our business operations are consistently optimized through our cutting-edge software platform. In addition, you will play a pivotal role in assisting our customers promptly and keeping them informed throughout the support process.
- Receive and respond to business inquiries via phone, email, and service desk with accurate and courteous responses.
- Log and track customer requests efficiently.
- Identify the type, category, severity, and urgency of support tickets.
- Provide technical and non-technical support to our business partners.
- Resolve and address customer queries effectively.
- Route support tickets and follow through until resolution.
- Ensure compliance with Service Level Agreements (SLAs).
- Facilitate escalations and keep all involved parties informed about progress towards resolution.
- Adhere to support processes and procedures while continually seeking opportunities for improvement.
- Stay updated on the latest system changes and improvements to educate and train customers on best practices.
- Collaborate closely with the development team to address recurring support queries and implement beneficial system changes.
- Report on support metrics and drive enhancements to achieve targeted improvements.
- Contribute to the growth of the testing function within the organization.
- Proactively identify areas for improvement to enhance quality and user experience.
- Monitor product quality metrics and take proactive action when issues are observed.
- Keep the customer success team informed of progress in resolving priority issues.
- Exceptional communication skills, both written and verbal.
- A learning-oriented mindset and effective problem-solving abilities.
- A team player with adaptability, proactivity, and strong time management skills.
- Experience with Softsure, Qlik, Qlik Sense, Qlik Replicate, and related Business Intelligence software.
- Proficiency in Microsoft Office and Teams.
- A commitment to building positive relationships, combined with a focused, resilient, disciplined, and tenacious work ethic.
This position is focused on serving our Australian and New Zealand value streams and will require working on a schedule from 05:00 to 14:00. The role will be based at our offices in George, South Africa. Join us in making a real impact at the intersection of technology and human connection.