Envision Digital® are Micro SaaS connector app development, software implementation, integration, automation and ecosystem specialists. Envision Digital® i s seeking the services of an enthusiastic, hard working , trustworthy and driven Supervisor-Support . The Supervisor-Support works closely with project team members, managers and assists with the delivery of major organisational projects efficiently. The Supervisor-Support with supervise the support responsibilities for our products like envisionBX. They will assist in implementations of software for Envision Digital® that you are delegated, including but not limited to Scoping, Implementation/Delivery/Commissioning, Training and Support. This will be in accordance with the authority delegated by the Director. This includes project management, administration duties and risk management The Supervisor-Support is accountable for the marketing effort by sending out direct mail campaigns and following up on leads and opportunities. They will also need to be involved in administration related tasks as required. The Supervisor-Support will help with the development of our current projects. Their duties will primarily revolve around supporting software products by managing support tickets, fixing errors, adapting our products, improving product performance, and complying with ISO Standards and internal Service Level Agreements (SLA's). You will also be involved in validation procedures and also working with customers or departments on technical issues including product system design and maintenance. The Supervisor-Support is the daily representative of the Director and they need to be very customer focused and deliver what they promise on time. The role is currently part-time 5 days per week. Maximum 25 hours per week. Major Responsibilities Responsible for supervising the use of a support ticketing system that is compliant with ISO standards outlined in company policies Responsible for supporting our internally built products Responsible for maintaining accurate and well described tickets in support ticketing system Responsible for educating clients about product specifications Responsible for recommending product enhancements Responsible for meeting internal Service Level Agreements (SLA's) Communicates with customers if there are issues, queries and requests Assists with software implementation project management and training programmes Provides the highest levels of customer service to our clients and partners Creates Sales Proposals and updates CRM with client data Follows up of leads and opportunities. Activity to be recorded in CRM Responsible for the marketing effort to optimise the organisation’s sale of services into appropriate market segments e.g. EDM's and Social Media posts Improves brand visibility including the development and dissemination of promotional material Works effectively as part of a team and leads when required Completes administration tasks as required Books meetings as required Completes timesheet no later than COB every Friday Essential Criteria Bachelor's Degree or Certification in IT or similar Proven work experience as a Support Specialist/Support Desk Analyst Competent or knowledgable in Agile Product Development Frameworks Excellent Communication skills both verbal and written Customer Service oriented Problem-solving skills Well presented Work well within a team Creative and innovative thinking skills Knowledgeable in regards to project management Tech Savvy Leadership qualities Can work without supervision Desirable Criteria Understanding of Accounting software and Software Add-Ons Product Developer experience Marketing Experience If you believe that you fulfill our requirements, please apply!
