Application Support Engineer, Product Support

Details of the offer

Job Location (Short): Cape Town, South Africa
Workplace Type: Remote
Business Unit: ALI
ResponsibilitiesIn this role you will work through support queue tickets and provide solutions/workarounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line with our SLA's. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal).
This is not a traditional programmer type role, although it would suit someone with a strong technical skill set who is comfortable collaborating with customers to solve their problems.
Key ResponsibilitiesResponding to customer bug reports from receipt to resolution (including updating tickets, responding to e-mails, etc.)Identifying and redirecting non-support items to the relevant department.Reporting to and escalating client issues to the Global Support Manager.Keeping up to date with the details, terms, and response times of client support contracts and applying them to ticket resolution.Reproducing, diagnosing, analyzing, and correcting reported defects.Deploying fixes for (and proposing solutions to) defects that occur in our software on customers' sites and elsewhere.Interfacing with the end users of the software, and with the partners who are reselling or configuring the software, for training, technical support, feedback, etc.Working and collaborating closely with members of the global j5 team based in Cape Town and the USA.Education / QualificationsDegree(s) in Mathematics, Applied Mathematics, Computer Science, Engineering, Information Systems, or related field.2 to 3 years' experience in a client-facing role is essential.Excellent client communication and etiquette, with an embedded mindset of delivering a positive customer experience.The ability to handle multiple, competing priorities while maintaining high-quality standards.Good team player who is willing to learn and grow.Knowledge and experience working with one or more programming languages.Experience with Databases and SQL scripting is an added advantage.About HexagonHexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon's Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?At Hexagon, if you can see it, you can do it. Hexagon's Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
Everyone is welcomeAt Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.

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Nominal Salary: To be agreed

Source: Jobleads

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