Role available within a ERP Solutions company for a candidate with either a financial software support background or extensive experience utalising GL, Accounts Payable, Receivable and Sales ledgers to support users.

Candidates should have extensive experience on systems like Pastel, Oracle or Kerridge.

Support customers with problems and queries relating to the software
Accurately resolve problems using investigative and analytical skills
Identify and replicate problems that require a software change by Development
Work as part of the Support team
Work with other departments to provide solutions to the customer
Pro-actively taking ownership of a wide variety of calls and problems
Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising and progressing their adopted calls, in particular
Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their calls
Effectively handling complaints and call escalation requests form customers
Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
Assisting less experienced members of the team with their calls
Continually and pro-actively acquiring and retaining knowledge of products and systems
Pro-actively using the appropriate tools to gain and share knowledge
Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues
Following and applying the standard Software Support Procedures and Practices
Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager
Undertaking any other projects as required by the Support Manager

Previous experience in financial software support / extensive experience utalising GL, Accounts Payable, Receivable and Sales ledgers to support users.

Basic
Provident Fund
Medical Aid
Performance based annual bonus