Answering inbound support calls and emails to assist users with access/usage issues (reactive support)
Outbound calls to users when we see error logs prior to them making a call to us (proactive support)
Willing to work graveyard and weekend shifts
Assist in project work and customer rollouts as required
Offer other technical support as required
Take ownership of assigned tasks and see through to resolution
Requirements:
Tertiary education in Computer Sciences or IT or equivalent experience
Experience in database management is a requirement
3-5 years of strong direct customer service experience in a software or technical environment, ideally while working a software vendor
Proven experience of delivering a high degree of customer service and effectively problem solve in an “out-of-the-box” way, utilising appropriate interpersonal skills to engage with difficult customers
Intermediate knowledge and experience with Oracle (be able to write SQL queries)
Familiarity with Linux, SQL and Crystal Reports
Strong verbal and written communication skills; communicates effectively with team and management – provides clear information/instructions & listens effectively
Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
Attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified
Possess high level of organisational skills, can manage own time and tasks to completion
“Can-do” attitude and leads by example
Display initiative and ability to multitask
Preferred:
Zendesk and/or Jira experience
Experience with manufacturing and logistics organisations as customers
Advanced knowledge and experience with Oracle (be able to write advanced SQL queries)
Ability to completely build a Red Hat server from scratch
