Customer and Systems Support Specialist

We are currently looking for a Customer and Systems Support Specialist in Centurion, Gauteng, South Africa. 

Duties and Responsibilities:

• The employee will be working in our Control Tower department, handling customer enquiries, mainly from European clients.
• Communication with our clients will be over the phone, via TEAMS, email and in Online-meetings
• Master data setup and maintenance in our Enterprise Asset Management System TEAM
• Includes Testing of system set-up before client go-live
• Documentation of standard operation procedures (SOP) for new system functionality to be implemented with clients
• System demonstrations and User Training with clients, to show software functionality
• Daily pro-active monitoring of client transactions and process discipline over all clients
• Daily monitoring of client system data interfaces
• Monitor system Error Queues resolve and or escalate back to client (if needed)
• Data correction of incorrect transactions
• Create Reports with analysis of the data for clients, regular and on demand
• Proactive data analysis, to support clients decision making
• Action / Manage client tickets logged in our Ticketing system, updating ticket status and comments with high discipline
• Investigate system and data queries raised by the clients and give feedback to the clients
• Collaboration with our IT Development department, passing on enquiries or system issues and follow up on due dates
• Communication of new system functionality released to client base
• Communication of required system maintenance to client base
• Ad-hoc scanner / RFiD remote support via SOTi software 

REQUIREMENTS and SKILLS:

• Relevant Tertiary qualification
• Excellent communication skills
• Result and customer orientation
• Ability to work in a team, especially when working with other departments
• Ability to work under pressure
• Ability to multi-task
• Practical experience with ERP or WMS or tracking systems (would be an advantage)
• Good analytical skills, for interpretation of data
• Good computer skills (MS Office Word, Excel, PowerPoint, Visio, Teams, Outlook)
• Strong Excel skills, e.g. Pivot Tables, filtering options, reporting etc.
• Structured Query language (SQL) skill (would be an advantage)
• Language Skills: English and German
• 2 to 3 years relevant work experience
• Fast learner and self-starter
• Must be able to work flexible hours (day shift change for Europe Daylight saving hours in Winter)