Specialist System Support

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.

Key Responsibilities:

  • 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.

Requirements:

  • 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.

edubuzz