Job title : Palladium Support Analyst Job Location : Gauteng, Johannesburg Deadline : December 07, 2024 Quick Recommended Links Jobs by Location Job by industries As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the Palladium application with problems and queries relating to the system software after the customers have gone live; act as a mentor to fellow team members to develop knowledge in the team and work to provide continual service improvement to Palladium customers.
Key Responsibilities Support customers with problems and queries relating to the Palladium application 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 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 Continually and pro-actively acquiring and retaining knowledge of Palladium 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 and efficient service Alerting Senior Support Analysts, Team Leaders and Managers as necessary regarding any sensitive customer issues Following and applying the standard Commercial 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 Manager Undertaking any other projects as required by the Manager Essential Skills, Knowledge and Experience: Looking to build a career in the IT/business software field Professional written and verbal communication skills Tech savvy and computer proficient Attention to detail Customer and service focused Driven, proactive and motivated personality Flexible to changes in tasks and the support environment Good Problem-solving skills Eager to learn and apply new skills and concepts Project a professional image Be adaptable and work as an effective member of a team Be organised and manage own workload efficiently Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner Be calm under pressure and manage stressful situations Adopt a positive, pro-active approach to work Desirable Any understanding of software and/or software support environments would be an advantage. Basic grasp of business processes and operations Customer Service jobs