About the role
Responsibilities:
- Assist customers with FMCG ERP's software client/server environment. Assist customers with ERP's software administration and services.
- Assist customers with ERP's software upgrades, migration, and installations.
- Effectively document issues/feedback from customers for use by development in research and resolution of defects.
- Develops knowledge base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.
- Follow documented processes for troubleshooting, engagement, escalation, and others with third-party hosting partners.
- Support after-hours and on-call duties as business requires.
Requirements:
- Fair understanding of SQL Server databases and relational database concepts.
- Fair understanding of cloud-based environments such as AWS, Azure, or IaaS-based providers.
- Demonstrated knowledge of basic networking concepts and terminology.
- Working knowledge of basic standard software such as MS Office suites, Adobe suites, and multiple Windows OS platforms.
- Soft skills such as communication, teamwork, adaptability, problem-solving, creativity, work ethic, interpersonal skills, and time management.
- Bachelor's degree, preferably a major in computer science or relevant experience.
Competence:
- Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.
- Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
- Demonstrated ability to empathize with customers and actively listen, and ability to always defuse situations rather than intensify them.
- Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
- Demonstrates accuracy and thoroughness, monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
- Well-organized, self-directed team player.