Trainee Support Consultants x 4
Graduate Trainee Jobs
- Omni Africa
- Expires 31 Mar 2021
- Bulawayo
- Full Time
Job Description
A rigorous ,hands on training opportunity to be groomed into fully experienced support consultants who possess a clear understanding of functionality for multiple supported products and/or applications and of the practical business processes customers use when implementing the supported products. Support Consultants provide more advanced technical and business support to customers, typically achieving a high first-call resolution rate. They exhibit a high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity. Support Consultants coach less experienced analysts in basic procedures, fault finding and solution implementation
Duties and Responsibilities
• Excellent communication with customers, through email, telephone etc.
• Timely and accurate compilation of all customer support issues
• Timely and accurate redress of all bugs and issues faced by customers
• Maintain high customer service levels through quality control checks and providing support to users according to the SLAs
• Discuss allocated support requests from customers with the team, attending to all support in time, prioritizing actions accordingly, communicating with clients on delays etc., meeting SLAs
• All appointments attended on time and with clear terms and Purchase Orders where necessary
• Every job must be logged in CRM and get a reference number before it can be attended to
• Reduce repeat jobs by 80%
• Provide in-house technical support, Server, Internet, Network, PABX, Telephones
• Making sure that you meet your monthly target billing of 80 hours per month. Commission Target of > 60 hours a month.
• 30% of your total revenue to come from sales (Upgrades, Add on Modules, Hardware, Network and accessories)
• Providing Regional support
• Executing Training successfully
• Accurate compilation of all the support issues
• Timely addressing all support queries
• Adherence to response time and standards
• Offering quality solutions/services to customers
• Visiting clients on courtesy basis to check on systems stability
• Making follow ups with customers after providing a service
• Create daily, weekly and monthly support report detailing numbers, request types with graphs for the Presales & Support Manager
• CRM recording and Follow up, adding history and notes to Service Requests in progress
• Display professional conduct always to fellow employees and customers
• Professional communication in both oral and written communication, responding to all emails within same day
• Attending all set team training and development courses
• Providing guidance for problems and questions to your juniors
• Advise Support Manager of best practice recommendations
• Use existing tools to execute support
• Managing CRM activity, logging all customer activities in CRM and following up the incidents
• Reliable team member, attend all meeting, trainings, work on time
• Highlight personal interest in areas of growth and development for the business
• Certifying to the highest level of any product you are dealing with (Sage 200 Evolution, Sage Pastel Partner & Payroll, Sage 300 ERP, Sage VIP/300 People, Microsoft, CISCO, HP, DELL, Matrix)
Qualifications and Experience
A degree or equivalent in Business Information Technology, Information Technology Management, Project Management, Information Systems, Computer Science, Business Administration etc.
Experience with Sage and particularly Sage VIP Premier HRM, Sage 200 Evolution, Sage 300 People and any other ERP Software is an added advantage
Must have a good appreciation the ICT industry and particularly Omni Africa’s business growth need and its position within the industry.
High willingness to grow and stretch outside your comfort zone
