- Joined
- Oct 15, 2013
- Messages
- 379
- Reaction score
- 0
What will they pay?
R20 000 p.m.
How far will I drive?
Tygervalley
What should I know to be able to perform this job?
An innovative provider of document automation solutions for Microsoft Office and SharePoint. Clients such as Vodafone, Exeter Friendly Society, Man Ltd., Verizon and Dimension Data use Qorus software to significantly reduce the time and effort required to customise and generate their high value Word documents and PowerPoint presentations, such as sales proposals and presentations, financial reports, contracts, and advisory reports. Benefits include significant reductions in time and effort required to customise and generate documents, reduction in human error, adherence to corporate guidelines, and consistency in branding, style and formatting of documents.
With clients in the US, UK and South Africa which we support via our offices in Cape Town, South Africa and London, UK.
We’re now looking for a savvy, creative and hard-working Senior Support Analyst.
You will be responsible for the technical analysis of incidents and support of custom applications for Qorus customers, and that such service rendered meet Service Level Agreements.
You will also be responsible for the technical analysis and support of Qorus cloud and on-premise products.
Service Level Agreements
• Respond to and resolve calls logged within times as stipulated in SLA’s in place
• Complete all related administrative tasks (includes logging, classification, updating and resolution of calls) on in-house (client’s) and/or Qorus’ systems
Customer Service
• Assist with the management of support projects, identifying variances and creating effective solutions to address gaps or issues.
• Work closely with all project role players to:
o ensure that solutions are designed taking cognisance of support requirements
o identify deficiencies for feedback to project leads
• Render administrative and technical support to development teams for deployments to clients’ production.
• Render service that is professional, accurate and customer focused.
• On-call and available during SLA prescribed office hours and whilst on standby
• Ensure issues are timeously escalated and appropriately resolved
• Template Design
Competencies
Essential:
• Service Orientation / Reliability / Dependable
• Relationship Management
• Strong analytical and problem solving skills
• High attention to detail (accuracy imperative)
• Flexibility and ability to work overtime when required
• Adaptable to fast moving environment have the ability to work under pressure and be able to multi task
• Excellent written and verbal communication skills
• Excellent organisational & planning skills
• Excellent time management skills
• Proactive
• Team Player
• Able to self-manage
• Hardworking and conscientious
• Enthusiastic/professional
Skills \ Qualifications:
Essential:
• Relevant tertiary qualification (BSc Comp Sci, BCom IS, IS Diploma)
• 5 years’ experience working directly with customers on a regular basis
• Minimum 5 years’ experience supporting enterprise or cloud applications.
• Knowledge of specialised incident management software
• Understanding of enterprise business processes and IT systems
Beneficial:
• SharePoint experience or knowledge
• Zendesk
• Knowledge / Experience in working in a Document Automation Environment
R20 000 p.m.
How far will I drive?
Tygervalley
What should I know to be able to perform this job?
An innovative provider of document automation solutions for Microsoft Office and SharePoint. Clients such as Vodafone, Exeter Friendly Society, Man Ltd., Verizon and Dimension Data use Qorus software to significantly reduce the time and effort required to customise and generate their high value Word documents and PowerPoint presentations, such as sales proposals and presentations, financial reports, contracts, and advisory reports. Benefits include significant reductions in time and effort required to customise and generate documents, reduction in human error, adherence to corporate guidelines, and consistency in branding, style and formatting of documents.
With clients in the US, UK and South Africa which we support via our offices in Cape Town, South Africa and London, UK.
We’re now looking for a savvy, creative and hard-working Senior Support Analyst.
You will be responsible for the technical analysis of incidents and support of custom applications for Qorus customers, and that such service rendered meet Service Level Agreements.
You will also be responsible for the technical analysis and support of Qorus cloud and on-premise products.
Service Level Agreements
• Respond to and resolve calls logged within times as stipulated in SLA’s in place
• Complete all related administrative tasks (includes logging, classification, updating and resolution of calls) on in-house (client’s) and/or Qorus’ systems
Customer Service
• Assist with the management of support projects, identifying variances and creating effective solutions to address gaps or issues.
• Work closely with all project role players to:
o ensure that solutions are designed taking cognisance of support requirements
o identify deficiencies for feedback to project leads
• Render administrative and technical support to development teams for deployments to clients’ production.
• Render service that is professional, accurate and customer focused.
• On-call and available during SLA prescribed office hours and whilst on standby
• Ensure issues are timeously escalated and appropriately resolved
• Template Design
Competencies
Essential:
• Service Orientation / Reliability / Dependable
• Relationship Management
• Strong analytical and problem solving skills
• High attention to detail (accuracy imperative)
• Flexibility and ability to work overtime when required
• Adaptable to fast moving environment have the ability to work under pressure and be able to multi task
• Excellent written and verbal communication skills
• Excellent organisational & planning skills
• Excellent time management skills
• Proactive
• Team Player
• Able to self-manage
• Hardworking and conscientious
• Enthusiastic/professional
Skills \ Qualifications:
Essential:
• Relevant tertiary qualification (BSc Comp Sci, BCom IS, IS Diploma)
• 5 years’ experience working directly with customers on a regular basis
• Minimum 5 years’ experience supporting enterprise or cloud applications.
• Knowledge of specialised incident management software
• Understanding of enterprise business processes and IT systems
Beneficial:
• SharePoint experience or knowledge
• Zendesk
• Knowledge / Experience in working in a Document Automation Environment