The Customer and System Support role is responsible for providing operational and technical support to clients, ensuring efficient system functionality, accurate data management, and high levels of customer service. The position focuses on supporting client system operations, resolving queries, monitoring transactions and interfaces, and assisting with system training and reporting in a fast-paced, client-driven environment.

Main Duties & Responsibilities

• Handle customer enquiries, primarily from European clients.
• Communicate with clients via phone, Microsoft Teams, email, and online meetings.
• Perform master data setup and maintenance within the Enterprise Asset Management System.
• Conduct testing of system setups prior to client go-live.
• Document Standard Operating Procedures (SOPs) for new system functionality implementations.
• Conduct system demonstrations and user training sessions for clients.
• Monitor client transactions and ensure process discipline across all clients.
• Monitor client system data interfaces daily.
• Monitor system error queues and resolve or escalate issues where necessary.
• Correct inaccurate or incomplete transactions.
• Create reports and perform data analysis for regular and ad hoc client requests.
• Conduct proactive data analysis to support client decision-making.
• Manage and action client tickets within the ticketing system, ensuring accurate status updates and documentation.
• Investigate system and data-related queries and provide feedback to clients.
• Collaborate with IT Development teams regarding system issues and follow up on deliverables.
• Communicate new system functionality releases to clients.
• Notify clients of required system maintenance activities.
• Provide ad hoc remote scanner/RFID support via SOTI software.

Requirements & Skills

• Relevant tertiary qualification.
• Excellent communication skills.
• Strong customer service and results-oriented mindset.
• Ability to work collaboratively across departments.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Practical experience with ERP, WMS, or tracking systems advantageous.
• Strong analytical and data interpretation skills.
• Good computer literacy, including MS Word, Excel, PowerPoint, Visio, Teams, and Outlook.
• Strong Excel skills, including Pivot Tables, filtering, and reporting.
• SQL knowledge advantageous.
• English & German proficiency required.
• 2–3 years of relevant work experience.
• Fast learner and self-starter.
• Ability to work flexible hours aligned to European daylight saving schedules