Application Support Specialist-Graylink

Helping our customers succeed is at the heart of what Graylink does, and we're looking for an Application Support Specialist to join our Client Services team in Cape Town to help us achieve this goal.

graylink is a tech company on a mission to help companies recruit better. Our cloud software enables leading employers like Woolworths, Investec, Sasol, Capitec, Mediclinic and Western Cape Provincial Government to overcome the unique challenges of Africa to recruit better talent quicker, more efficiently and for less. To date, our solutions have successfully supported over 10,000 recruiters at leading employers to efficiently engage 5,000,000+ candidates, manage 107,000+ jobs and process 8,000,000+ applications.

Working at graylink comes perks. In addition to flexible working hours, we also provide:

Generous vacation policy
Competitive remuneration and involvement in our profit share scheme
Great offices centrally located (Cape Town CBD) with secure parking
Relaxed working environment
Study assistance
Good coffee
Fresh fruit delivered weekly
Weekly company happy hours

Mini table tennis

Responsibilities
We've recently implemented Intercom's customer support and engagement products to give us the edge in not only delivering great support, but to also gain deep insights into how customers are using our software so that we'll know they need support before they do. This role takes the traditional aspects of "old school" reactive support and evolves them positioning you to quickly assist users via live chat from within our software, as well as using customer behaviour data to predict support needs and develop user engagement content.

You will work with a portfolio of top JSE corporate and large government organisations, and be responsible for assisting them with functional and technical queries, as well as application configuration requests. You'll also occasionally need to liaise with our DevOps team when advanced support is needed. We take our customer service level agreements very seriously, and this role is part of the core team who pride themselves in delivering on this commitment!

A typical day in this role will include:
- Using Intercom's live chat and helpdesk solutions to engage with users who need assistance
- Providing phone support to users who call us directly
- Using our internal admin tool to do application configuration changes when requested by Account Managers
- Deployment and setup of client databases and websites
- Monitoring the support environment in real time to quickly identify and escalate more serious issues
- Use Intercom to ensure that all the above are managed and kept within our customer service level agreements
- Use Intercom to manage and adapt the information we gather about how our software is used, and maintain the engagement communications setup in response to this information.
- Assist with maintaining our product help/training site in Intercom, by keeping articles updated and identifying requirements for new articles based on support trends.


Requirements
We are looking for someone professional, comfortable in a fast-paced support environment, with the ability to quickly interpret, understand and resolve customer requests. Experience in a support environment is a must, with proven time spent delivering functional and technical application support.
- Diploma or Degree in the Information Technology field
- 2 - 3 years IT support experience, with at least 1 year specifically in software application support
- Excellent troubleshooting and problem solving skills, with ability do take ownership of challenges and work independently
- Wholistic understanding of hardware, software and networking and how they work together as an information system - and the ability to troubleshoot as each level.
- Very good understanding of desktop computing, MS Windows & Office, internet browsers, cloud software, and networks
- Professional communication and writing skills
- Experience deploying database and web environments, with understanding of how they work together in a production environment.
- Configuration and troubleshooting experience in IIS settings, HTML, XML and web configs
- Experience using Intercom's customer engagement solutions (beneficial)
- An affinity for technology (you won't have to write the software, but it would help if you love playing with new technology and gadgets)


Apply Here http://bit.ly/2niAlos

Job id : , #68458, 46 views,

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