Customer and System Support Agent (IT Support) - Centurion

GERMAN SPEAKING IS ADVANTAGEOUS

Role Purpose:

The Customer and System Support role is responsible for managing client interactions, supporting system functionality, and ensuring the efficient operation of client-facing systems within a control tower environment.

The role focuses on providing technical and operational support to clients, maintaining system data integrity, monitoring transactions, and delivering insights through reporting and analysis to support client decision-making.

Key Responsibilities:

Client Support & Communication

• Handle client enquiries via phone, email, online meetings, and collaboration platforms
• Provide timely and professional feedback to clients on system and queries
• Conduct system demonstrations and user training sessions for clients
• Communicate system updates, enhancements, and maintenance schedules to clients

System Management & Monitoring

• Perform master data setup and maintenance within the enterprise system
• Test system configurations prior to client go-live
• Monitor daily client transactions and ensure process compliance
• Monitor system data interfaces and resolve or escalate errors
• Manage system error queues, including data corrections and issue resolution

Ticket & Issue Management

• Manage and update client tickets within the ticketing system
• Investigate system and issues and provide feedback to clients
• Collaborate with internal IT teams to resolve system-related queries
• Track and follow up on outstanding issues to ensure timely resolution

Data Analysis & Reporting

• Generate regular and ad hoc reports for clients
• Analyse data to provide actionable insights and support client decision-making
• Proactively identify trends, discrepancies, and opportunities for improvement

Process & Documentation

• Develop and maintain standard operating procedures (SOPs) for system functionalities
• Ensure accurate documentation of processes and system changes
• Support continuous improvement initiatives within system and operational processes

Technical Support

• Provide remote support for hardware and system-related tools where required
• Assist with troubleshooting and resolving technical issues impacting system performance