Company: IPMG
Job Title: CRM Support Engineer
Business Unit: IPMG IT and Business Solution
Location – Goodwood, Cape Town


INTRODUCTION:
We are expanding our current team and have a vacancy for a CRM Support Engineer / Consultant. This role will entail providing functional support for customer requests (problems and system improvements) within agreed schedules through analysis, configuration, testing and training.

ABOUT IPMG:
IPMG IT and Business Solutions forms part of the IPMG group of companies and offers strategic business advice, implementation of technology solutions and provides business analysis services. We focus on enabling clients with business solutions, addressing their specific business needs and the continued support and improvements of the clients’ CRM solutions.

RESPONSIBILITIES:
  • Provide incident support to clients by analysing and identifying issues and resolving issues within the agreed service agreement
  • Provide remote support to consultants who implements the various solutions on offer by IPMG
  • Innovative thinking and providing creative solutions when clients have unique business requirements
  • Configure approved system changes to existing installations and configure new systems based on spec provided
  • Document or update functional specifications for system developments to be done and work with developer on requirements
  • Test system configuration changes and improvements
  • Maintain a thorough knowledge of the organisation, adhere to all organisational standards and attend certification training
  • Monitor active processes i.e. daily support processes, responsibilities and client deliverables
  • Develop and evaluate plans and criteria to be carried out by others; provide direction, improvements to company policy and leadership
  • May be required to travel both locally and internationally from time to time
  • Ensure consistency, completeness and quality of deliverables
  • Communicate and follow-up with the customer as to the outcome of their request
  • Able to convert knowledge objects to standard documentation to be re-utilised in training or client enablement


EXPERIENCE AND QUALIFICATIONS:
  • Matric Diploma or certificate
  • Tertiary qualification of minimum three-year diploma in business or information technology
  • Need to be competent in all MS office applications
  • Exposure to a customer service environment essential and need to be able to work in a team
  • Knowledge of email and mail server configuration / administration


PERSONAL CHARACTERISTICS

  • The engineer should be energetic and be able to work with management and provide creative ideas and alternatives to existing procedures, where and when improvement can be done
  • The engineer should be able to think through challenging questions posed by clients during phone support, or have the maturity to advise the client that he/she will have to go and investigate and report back to the client


Should you be interested, please send your CV to [email protected]. Please note that correspondence
will only be conducted with shortlisted candidates. Should you not hear from us within 30 days of
closing date, please consider your application unsuccessful. Please also note that we reserve the
right not to make any appointments.

31 May 2017