1 Century City Drive
Cape Town, South Africa
Information Technology & Data Science
Less than 1 Year
Jun 01, 2020
Job Posting Date:
Feb 12, 2020
Gives high quality and available support for our products and services to customers and partners by phone, mail, chat and any other communication channel.
Taking and forwarding calls, answering customer inquiries and handling complaints regarding software topics (gives First call resolution)
Creating Support tickets and tasks within SAP
Recording and management of customer call in the CRM system
Follow-up on Clients and business partners
Able to deal with Technical issues:
* Providing application support to users by answering, resolving, and log in-bound and outbound customer calls, identifying issues, and providing suggestions and long-term resolutions.
* Investigate and analyze system issues to determine root-cause of system issues, claims queries and appropriate corrective action.
* Provide system knowledge and consultancy to CGM clients ensuring that best practice is achieved
* Develop close links with staff and management at all levels across the business, and work with internal teams and clients.
* Be the initial point of contact for all functionality issues, bug reports, updates, databases and enhancement requests (L2)
* Respond to clients and 3rd party suppliers with appropriate actions and escalation within Service Level Agreement.
* Service excellence in support of the entire CGM product range, including but not limited to 3rd party applications and queries.
* Report system and operational problems to appropriate technical staff and confer with them to resolve production issues and to log service desk tickets.
* System education to an acceptable level with continuous skills refreshment and formal evaluation of the skills from time to time which includes transfer of knowledge to all members in the support group.
* Strictly adhere to the processes and procedures as defined in the Standard Operating Procedure.
* Effectively use the customer relationship management tool, SAP, for the purpose of information management.
* Be familiar with company processes to escalate specific tasks to product, development and or testing for resolution eg: Jira
* Any other tasks that Management may require from time to time to assist with achieving the Company's objectives eg being an active member of a team that will perform testing services.
The position will report to the Team Leader - Customer Support.