Overall Purpose

The candidate will be responsible for the support of the company's product and related software

Main Accountabilities and Activities

• Conduct unit, package and performance tests of the software and ensure a level of quality in line with the local guidelines

• Participate in the validation / acceptance phase of the product cycle ensuring the fine-tuning necessary to finalise the product

• Support the end user in the Production phase by responding to support call logs and Change Requests (CR) raised to ensure timely solutions delivery and overall Customer satisfaction

• Analyse and provide information to the company's team based in South Africa to agreed service levels

• Respond to customer requests for information concerning system functionalities, system status, down-time, procedures, installations, set- up, error messages and general services as appropriate

• Relay requests outside of the scope of team competencies to appropriate groups for assistance and follow-up

• Maintain Support records

• Document programming problems and resolutions for future reference

• Write SQL queries and fault finding/resolution

Education

• University degree in relevant field, or equivalent work experience

• Proficiency in English (oral and written) is essential, additional language is a plus

Functional Skills

• Knowledge of accounting and travel agency financial operations is preferable

• Experience in Quik Trav or similar Backoffice systems

• Travel industry knowledge is required

• Interpersonal Skills (Written and Oral)

• Organisational / Time Management Skills

• Proven experience on application teams with good problem solving, debugging & troubleshooting

• Ability to multi-task

Technical Skills

• Knowledge of current, travel-related, PC products and tools

• Proficient in Excel, Word and Email Applications

• Knowledge of T-SQL

Personal Skills

• Analytical and proactive, and capable of working independently

• Autonomy and pro-activity

• Customer focus

• Multicultural approach

• Organised, structured and accurate

• Flexible, customer and result driven and a team player

• Experience (in Travel finance and/or technology preferably)

• The role itself requires flexibility in terms of hours of work etc. and an overall positive and pro-active approach to work

• Travel overseas is required

• The role is a highly visible role externally, and the Role Holder should thus represent the company in a positive, professional manner at all times

• Fix and follow-up objectives for individuals in line with organizational goals

• Ensure timely and appropriate communication between team members