Application Support Specialist (Salesforce Certified)

Recruiter:

Liyema Consulting

Job Ref:

JHB002144/Laka

Date posted:

Thursday, December 5, 2024

Location:

Johannesburg, South Africa

SUMMARY:
The Application Support Specialist provides expert support to end users, identifying and resolving business and technical issues across all applications at Vumatel. With a deep understanding of Vumatel systems, they provide effective feedback and solutions, ensuring issues are resolved promptly or driven to resolution efficiently.

POSITION INFO:

Key Responsibilities:

Ticket Management: Perform first triage on all logged tickets to identify and assess issues on existing and new applications. Resolve tickets quickly, understand root causes, and communicate resolutions to end users within SLA. Train users as necessary.
System Monitoring: Monitor system health, manage fallout, maintain daily checklists, and report issues. Drive incidents according to established processes.
Cross-Functional Collaboration: Work with various departments to resolve issues and ensure knowledge alignment within the team.
Documentation: Write reports, document root causes, support guides, and other artifacts to retain knowledge.
User Management: Manage user creation and attestation on all systems.
Support ISP Integration: Assist ISPs with integration requirements and test data.
Escalation Management: Facilitate escalations with speed and accuracy.
Technical Product Support: Support technical product creation, migrations, and seamless month-end and debit order runs.
SLA Optimization: Continuously challenge and minimize SLAs to ensure optimal customer experience and same-day activation.
Stakeholder Communication: Effectively communicate issues, resolutions, and next steps to all stakeholders.
Cost Reduction: Drive cost reduction efforts to a minimum.
Performance Improvement: Facilitate and drive retro actions to improve team performance and metrics.
Ownership: Eagerly own and support any application used in development.

Qualifications:

Suitable tertiary qualification
Salesforce Certificate in Administration and Advanced Administration

Experience:

Previous experience as an Application Support Specialist or similar role
Proficiency in SQL scripting and understanding APIs
Willingness to work after hours and weekends

Knowledge:

Understanding of IT management and software development
Telecommunication experience is advantageous

Systems & Proficiency:

MS Suite (Excel, Word, PowerPoint, Outlook): Advanced
SQL: Advanced
Salesforce: Advanced
Atlassian Suite: Advanced

Skills & Competencies:

Customer service orientation
Problem-solving
Planning and organizing
Quality orientation
Action orientation and proactivity
Verbal and written communication, initiating action, and facilitation
Multitasking, ability to work under pressure
Attention to detail, record keeping
Interpersonal sensitivity and conflict resolution

What Will You Be Measured On?

Ticket and fallout volumes
SLA of tickets
Dispute and rejection ratios
360 reviews

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