A company based in Cape Town who provides business solutions to their clients is looking for a Data Support Engineer with a knack for troubleshooting and a passion for client service. The role involves responding to client requests, replicating and resolving client issues, logging and managing support tasks and performing in-depth analysis of issues.
Ensure daily client data processing occurs successfully.
Review errors and reprocess data within the agreed SLA
Automate and enhance "start of business" checks for all client solutions. The objective of this automation is to ensure issues are proactively identified and resolved before they impact a client.
Answer client support requests using the organisations support desk tool. This may be via multiple channels including email, telephone or instant messaging.
Document support task progress and technical details throughout the support task lifecycle
Use creative trouble shooting and problem-solving skills to help solve client issues.
Follow up with clients to verify solutions are successful and drive client satisfaction.
Escalate complex issues to the Support Desk Manager in a timely manner with appropriate details captured.
Document problem solutions in the company knowledge base.
Assist in the release management process, making sure that clients are on the latest versions of the company's software. This entails communication with the client, internal testing, UAT and ensuing any issues are resolved before the release is live in the client environment.
Participate in recurring support review meetings, presenting challenging support cases and new ideas to support them.
Impress our clients with your empathy, professionalism, responsiveness, technical ability and attention to detail, representing the company brand.
Be a strong client advocate, building trust and relationships with clients.
Preferred Qualifications & Experience:
Tertiary degree in BSc Computer Science, B.IT or Informatics related degrees, Mathematics, Applied Mathematics, Actuarial Science or an Engineering degree.
1+ years' working experience in a technical support environment
Technical Skills / Expertise
Data cleaning / Integrity checking
Strong analytical and troubleshooting abilities
Experience of creating reports using Excel or equivalent
SQL, SSIS, database scripting (stored procedures, user defined functions, queries, triggers)
Iterative testing including debugging and refactoring
Present information using data visualization techniques (such as QlikView, PowerBI and Tableau)
Basic network and IT infrastructure environment knowledge
Excellent oral and written communication skills
Some experience in a programming language (advantageous)
Any sort of ETL or Data Warehousing knowledge (advantageous)
Statistical languages (such as R and Matlab) (advantageous)
Experience of consuming APIs (advantageous)
Information and technology services
Asset management and financial services (distinct advantage)
Client centric / strong client advocate
A passion to learn and extend knowledge outside of the work sphere
Excels at problem solving (core to the role)
The ability to self-manage and self-motivate
The ability to communicate clearly with clients and the team
Be a team player
Be adaptable and proactive
Good attention to detail
Be able to efficiently and effectively plan and structure tasks
Execute assignments against deadlines
Thrive in an agile environment
Comfortable working in a fast-paced environment with multiple stakeholders