Application Support Specialist

About the Company

We offer cost effective and sustainable leasing solutions to companies and institutions alike to help them finance and purchase the technology they need to run their business efficiently and keep their IT equipment up to date.

About the Role

The Application Support Specialist will be responsible for the ongoing maintenance of existing applications (CRM, Contract Management & Finance), and to participate in the development of new and enhanced products and solutions.

This role is diverse, challenging, and interesting, the person will work closely with various team members to improve customer service skills, use and enhance support tools, learn effective troubleshooting techniques, and increase product knowledge.

Responsibilities

Providing application support to users – Answer, resolve, and log inbound customer calls, identify issues, and
provide suggestions and long-term solutions.
Provide proactive support to internal customers: Analyse recurring incidents on the service desk and resolve
these through interaction with key stakeholders.
Investigate and analyse system issues to determine the cause and provide appropriate corrective action.
Provide system knowledge and consultancy for divisional and cross-divisional projects, ensuring that business
process requirements are met and best practice is achieved.
Pre- and post-information systems implementation, and support with process owners
Contribute to the Help Desk knowledge base: Add quality articles relating to Problem Resolution pertaining to
new and existing Projects, Types, and Sub Types.
Review and recommend continuous improvement of the systems and support processes.
Document technical information and processes for existing and newly developed functionality to provide
suitable and up-to-date system support.
Maintain data quality and integrity within the system.
Ensure all critical services/systems are monitored.
Provide clear, professional, informative, and appropriate communication to colleagues, customers, and suppliers.
Carry out system maintenance tasks and processes according to agreed schedules.
Supplier Management: Manage relationships with approved suppliers.
Work with cross-functional teams from various departments to resolve issues.
Assign priority to calls as low, medium, urgent, high, and critical.
Assign priority to calls per priority scale (low, medium, urgent, high, and critical).
Resolve call queries.
Update the system in real time.
Unresolved queries to be assign to 2nd Level Support.
Accountable for follow-up and quality closure.
Problem Analysis – Identify recurring problems and report in weekly meetings.
Use and update the knowledge base of the system.

Candidate Requirements

Qualifications, Experience, and Skills

Educational Qualifications

Diploma / Certificate in Information Technology: System Support or similar

Professional Qualifications

Sage Products (Evolution, X3, Intacct)
Years of Experience

3+ years’ solid experience in supporting and maintaining production computer systems in a customer-facing support environment

Other Requirements

Knowledge of CRM applications
Financial background is advantageous
Experience with database systems, reporting, and query tools
Excellent analytical and problem-solving skills.
Excellent written and verbal communication skills at all levels of the business with technical and nontechnical staff.
Effective written and verbal communication skills needed for interaction at all levels of the business (technical and non-technical staff)
High level of customer focus and service excellence is needed to handle the support desk across six branches.

Competencies and Knowledge

Behavioural Competencies

Analytical thinking
Able to resolve issues
Build and maintain business relationships
Desire to learn and grow within the business
Strong team player

Hygiene Factors

Copes with Change
Integrity and Trust
Logical Thinker
Passion for Customers and Excellence