Business Systems Support Agent - Stellenbosch, South Africa - Herotel

Herotel
Herotel
Verified Company
Stellenbosch, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
Applications are invited for the
Business Systems Support Agent
position to be based in Stellenbosch.**
Key Performance Areas would include, but are not limited to:
  • Consult with users to determine steps taken to identify and resolve the problem.
  • Collaborate with other staff to research and resolve problems.
  • Collaborate with developers to explain errors and/or recommend modifications in programs.
  • Effectively document customer support issues on the ticket platform.
  • Replicate and document issues reported by customers and work closely with the various development teams to troubleshoot and problem solve.
  • Support with systems administration functions and projects.
  • Internal systems administration, including:
  • Responsible for business systems access management process.
  • Troubleshooting reported issues with the reporting users as well as the internal systems team.
  • Contribute to and maintain system standards.
  • Provide technical end user support, monitor the system, respond to queries, resolve and escalate issues.
  • Work independently to meet performance metrics
  • Monitoring of helpdesk tickets using the ticket system
-
Troubleshooting

  • Documenting and troubleshooting issues reported internally and by endusers

Work Experience:


  • Previous experience working in a helpdesk / support / customer service role preferred
  • Previous experience working with Databases / MySQL will be advantageous
  • Previous experience in the telecommunications industry will be advantageous.

Skills and Competencies:


  • Strong analytical skills
  • Problem solving/troubleshooting skill
  • Interpersonal skills
  • Customercentric
  • Demonstrate a willingness to learn and take initiative.
  • Strong computer skills
  • Friendly and helpful disposition
  • Excellent verbal and written skills in both Afrikaans and English.
  • Understanding of ITSM & ITIL best practice
  • Project Management Tools such as Smartsheet or JIRA

Education Requirements:


  • Grade 12
If you meet the above requirements, please submit your CV with contactable references.


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PLEASE NOTE:
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  • Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.
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