Job Purpose:
To provide comprehensive support for the Activ client-facing SaaS software, ensuring high application availability, security, usability of functionality, and output integrity.
Accountabilities:
Planning
- Collaborate closely with the internal support and customer success teams to efficiently address and resolve Activ related support tickets.
- Engage directly with customers to understand their needs and issues, providing solutions and training to enhance their experience with the Activ product.
- Stay informed about industry trends and emerging technologies, sharing relevant insights and knowledge with the team.
- Assist in the creation and updating of Activ product documentation to support user understanding and application success.
Delivering
- Provide first-line and second-line support to Activ customers, resolving issues in a timely and effective manner.
- Support the customer success team by contributing to training materials and sessions that improve customer engagement and product utilisation.
- Log and categorise customer feedback and bugs accurately, reporting them back to the development team for action.
- Ensure continuous improvement in the quality of support provided to Activ users, enhancing customer satisfaction and loyalty.
Reporting
- Monitor and report on support ticket progress, customer feedback, and resolution outcomes to the Group Application Support and QA Manager on a monthly basis.
- Analyse support interactions to identify trends and areas for product improvement or additional customer training needs.
Resourcing
- Manage multiple customer support tickets and training initiatives concurrently, prioritising effectively to meet deadlines and customer expectations.
Success criteria:
- High levels of customer satisfaction as evidenced by feedback and reduced number of repeat support requests.
- Effective resolution of support tickets within agreed timeframes, minimising downtime for customers.
- Positive impact on customer success through proactive support and training, leading to increased product adoption and engagement.
Context:
The Application Supervisor – Activ is responsible for ensuring the smooth operation and support of the Activ client-facing SaaS software. This role is crucial in maintaining strong customer relationships through effective support, training, and communication.
Competencies:
- Strong customer service orientation, with the ability to communicate effectively with customers and resolve issues efficiently.
- Excellent organisational skills and attention to detail, capable of managing multiple tasks and priorities in a fast-paced environment.
- The ability to work autonomously as well as part of a team, providing support and collaboration to ensure customer success.
- Proactive problem-solving skills, with a focus on providing solutions and improving customer experience.
- Friendly and engaging personality, with the ability to connect with customers and colleagues positively.
How to Apply:
If you’re interested in a confidential conversation, please email your CV to recruitment@amtivo.com.
