Role: Application Support
Industry Type: Supply Chain Software and Implementation Services
Experience: 2+ years
Employment Type: Full time, Permanent
Location: South Africa
Role Summary:
We are looking for Application Support with 2+ years of experience to join our growing Support team in South Africa.
Location:
As this is a remote role, we will consider applicants from all over South Africa as you will be comfortably set up to work from anywhere in the country. However, in-office working is available to applicants as needed.
Role Responsibilities and Functions:
- Providing support and responding to support queries for all customers in the iWMS Group.
- Taking ownership of a support incident and implementing workaround/temporary or providing permanent fixes to restore the system as soon as possible.
- Maintain a high degree of customer service when responding to support issues.
- Ensuring all relevant support procedures are followed.
- A thorough investigation of support calls and the identification of the recurring problems.
- Perform root cause analysis on recurring issues and escalate complex incidents to the relevant team member at the next higher level than yourself, at the right time.
- To be mindful of the SLA threshold and work towards achieving SLA rules consistently.
- Required to perform weekend shift work on rotational basis.
- Establishing a good relationship communication channel between internal team members and clients.
- To record, update, and document the step-by-step procedures taken to resolve or investigate a call according to the type of incident.
- Ensure incidents that have been worked on are updated daily this will ensure the customer and internal resources that there is work being done to resolve the call.
- Responsibility for all hardware devices, including cell phones and laptops more detail will be provided to you.
- Communication in all channels customer-oriented and internal. The ability to express facts and ideas in an effective manner, usage, style, and presentation of ideas in a meaningful term and listen effectively and clarify as needed, facilitates an atmosphere of open communication.
- Favourable product technical knowledge for Korber WMS.
Job Requirements:
- Bachelors degree or higher qualification in Computer Science or other related fields.
- Proven experience as Application Support, preferably in the Supply Chain & Logistics environment, Distribution Centre, Warehouse, or Retail.
- 1 year of experience with database troubleshooting or developing in SQL.
- Top-notch oral, written communication, and interpersonal abilities ability to communicate effectively with internal and external stakeholders.
- Energetic, curious, hardworking, and enthusiastic.
- Strong analytical and problem-solving skills.
- Able to work productively and autonomously from a remote location.
- Körber Supply Chain certification would be an added advantage.
- Fluent in English.
About iWMS:
iWMS is a Global company and an expert in critical supply chain and eCommerce fulfilment solutions. We specialise in Körber Supply Chain warehouse management system implementation, integrations, system health checks, support, and diagnosis.
We proactively seek complex and dynamic opportunities to serve our customers' needs with WMS solutions to streamline and grow their business and supply chain operations. We are a company that prides itself on delivering excellence to all our stakeholders and becoming trusted advisors for everybody with whom we engage. At iWMS, we value hard work, attention to detail, and a willingness to learn. We have created a safe, supportive, and progressive environment and culture that has been shaped by our core values of ownership, respect, pride, passion, and candour!
Why you should join the iWMS team:
- We are a fast-growing company with an international presence.
- Work flexibility - we have mastered remote working and collaboration.
- Diversity you will have the opportunity to work with different teams from around the globe (India, USA, Canada, Australasia, and SA).
- We commit to advancing your skills based on your personal career goals.
- You will receive strong leadership, mentorship, training, and support to ensure your success and growth.
- We are more than just a company we are a collaborative community committed to delivering excellence and becoming trusted partners for everybody with whom we engage.
- You will be in a safe and supportive working environment built on the foundation of respect, pride, passion, ownership, and candour.
- We offer appropriate industry salaries, training, and benefits for each country.