Customer and System Support Agent (IT Support)

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 data-related 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 data-related 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

Role Requirements:
Qualifications

• Relevant tertiary qualification

Experience

• 2 to 3 years’ experience in a similar customer support or system support role
• Experience with ERP, WMS, or tracking systems advantageous

Skills & Competencies

• Strong communication and customer engagement skills
• Good analytical and problem-solving ability
• Strong computer literacy, including Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams, Visio)
• Advanced Excel skills (e.g., pivot tables, reporting, data analysis)
• Basic SQL knowledge advantageous
• Ability to multitask and manage multiple priorities
• Strong attention to detail and process orientation

Key Attributes

• Customer-focused and results-driven
• Ability to work effectively in a team environment
• Ability to work under pressure and meet deadlines
• Fast learner with a proactive mindset
• Strong organisational and time management skills
• Flexible and adaptable to changing work schedules

Additional Requirements

• Fluency in English is essential
• Additional language proficiency advantageous
• Willingness to work flexible hours aligned to international time zones

Should you not receive a response within 10 working days, please consider your application unsuccessful.