Job Description

Job SummarySoftware Support - Operations (JHB Remote) IT - Support
Johannesburg - Gauteng ~ RemoteENVIRONMENT:PLAY a pivotal role in overseeing and optimizing the day-to-day operations of the Joburg division of a leading Data Solutions Provider seeking a Software Support professional with strong client management and leadership. You will collaborate closely with cross-functional teams to streamline operations, improve productivity, and ensure the highest level of customer satisfaction. The ideal candidate must possess a suitable B Degree and have 3-5 years work experience in the FMCG/IT industry and 2-3 years in Operations Management or having worked as a Project Lead. You will also require proficiency in Office 365, experience with Account Management and strong Sales and Customer Service.DUTIES:Client Management

• Oversee the administration and management of the system.
• Customize and configure the system to meet the needs of the client and optimize user experience.
• Ensure accuracy and integrity within the system.
• Build and maintain strong relationships with clients, serving as the primary point of contact for support-related inquiries and escalations.
• Proactively engage with clients to understand their needs, address concerns, and identify opportunities for service improvement.
• Act as an advocate for clients within the organization, ensuring their voices are heard and their issues are resolved promptly.
• Conduct and minute client meetings to ensure deliverables are met.

Team coordination tasks

• Manage the Support team and ensure client satisfaction.
• Manage and allocate resources effectively to support day-to-day operations and project requirements.
• Monitor resource utilization and identify opportunities for optimization.

Provide ad hoc system and training to clients

• Manage daily client queries, issues, and concerns.
• Provide technical support to customers (change pins, create profiles, set table locations, etc.).
• Action support emails and calls.
• Train new and existing clients on the Portal.
• Ensure training content is updated and relevant.
• Maintain training records of each client.
• Evaluate training effectiveness and document.

REQUIREMENTS:

• Any relevant B Degree.
• 3 5 Years working in FMCG or IT industry.
• 2 3 Years in Operations Management / Project Lead.
• Microsoft Office 365.
• Account Management and collaboration.
• Business and sales acumen.
• Strong administrative capabilities.
• Customer satisfaction.
• Ability to travel, if required.

Advantageous

• Any Sales or Facilities Software experience.

ATTRIBUTES:

• Relationship building.
• Interpersonal communication.
• Detail orientated.
• Professional.
• Responsible and accountable.
• Time and Stress Management.

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