Client-facing Application Support Analyst
Join a Growing South African Tech Star: Application Support Specialist
Are you an IT professional with a knack for problem-solving and a passion for data? Do you thrive in a collaborative environment and excel at providing exceptional client support? We have an opportunity for you to make an immediate positive impact in thousands of lives.
Badger & Bird Talent are pleased to be partnering with a Centurion-based leader in employee engagement currently experiencing unprecedented growth, having just completed its best year yet!
This proudly South African company successfully competes with large international suppliers in the dynamic HR tech space.
We are seeking a dedicated and detail-oriented Application Support Specialist to join their close-knit team. This is a great opportunity to work remotely, directly with senior management, and play a pivotal role in supporting their innovative employee survey and assessment platform.
What's in it for you:
Impact hundreds of thousands of lives by supporting an enterprise level employee engagement SaaS platform
Join a fast-growing organisation at the ground floor - grow with the business
Possibility of share options
Be a 2IC to the Head of Operations - be challenged and coached by senior leadership
Join a team that is in it together for each other - no a$$holes allowed
What You'll Be Doing:
Be the First Point of Contact:
Provide virtual technical assistance and support to their valued Partners and client users, from initial implementations to ongoing enquiries and issue resolution.
Troubleshoot and Configure:
Diagnose and resolve technical issues , configure and run complex employee surveys and assessment projects , and guide users on how to maximise their use of the platform. This involves working with large, valuable datasets, including organisational structures and survey models.
Collaborate and Improve:
Work closely with their R&D team to identify and implement process improvements within the platform and support functions. You'll also support their test team in ensuring fixes and enhancements are robust.
Shape the Knowledge Base:
Contribute to the development of vital self-service knowledge resources for their users.
Manage and Escalate:
Effectively track and manage user enquiries, documenting issues and escalating when necessary to ensure timely resolution.
What We're Looking For:
Exceptional Excel Skills & Data Acumen:
You're highly proficient in Excel, preferably with some experience working with raw data. Your ability to handle valuable data with precision is crucial.
Technical & Problem-Solving Prowess:
A solid understanding of IT and/or HR systems, software, and related technologies , coupled with the ability to diagnose and resolve technical issues efficiently.
Outstanding Communication:
Excellent written and verbal communication skills are a must, enabling you to interact effectively with Partners and users and provide clear online support.
Customer-Centric Approach:
Strong customer service skills to ensure user satisfaction and provide a positive support experience.
Analytical & Organised:
The ability to analyse user enquiries, identify root causes of issues, and provide effective solutions. You'll also need to manage multiple tasks, prioritise enquiries, track issues effectively , and work autonomously as a self-learner. Your attention to detail will be key.
Collaborative Spirit:
This team is close-knit and supportive. If you prefer to work in isolation, this isn't the right fit.
Relevant Qualification:
A relevant IT qualification or certification is preferred.
Growth Prospects:
As a growing business, our client offers significant opportunities for professional development. They are looking for someone eager to grow and potentially take on a leadership role within their support function.
If you're ready for a challenging and rewarding role where your impact is tangible and you can grow with a leading South African tech company, apply today through Badger & Bird Talent!
