Application Support Administrator

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 Support Administrator – 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

Please send your CV, with a covering letter, to recruitment@amtivo.com.

 

At Amtivo,  we are dedicated to fostering a diverse, equitable, and inclusive environment where authenticity thrives. We believe that true collaboration stems from valuing every individual’s unique perspective and experience. Our commitment to agility empowers us to adapt and innovate, driving superior performance. Upholding the highest standards of integrity, we strive to create a workplace where everyone feels respected, valued, and inspired to contribute their best.

Amtivo Group is an Equal Opportunities Employer. The organisation provides equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.