Job Description

Every moment of the day, we are surrounded by assets. We believe healthy assets create happy people, productive living and a more sustainable planet.

At On Key Software Solutions, we create healthy assets by developing, distributing and supporting innovative enterprise software and other technologies. No asset is too big or too small, from fridges in food retail stores to unmanned excavators in underground mines to air conditioners in luxury hotel rooms. Verdantix (a leading independent research firm) have labelled us a market leader in EAM software.

We see our clients as partners, most of which give us high fives and treat us as colleagues when we walk onto their sites. We support both responsible asset owners and asset service providers. If you take care of an asset, we want to talk to you.

Our story of origin starts in Cape Town, South Africa in 1990, however our current footprint spans most of the globe.

We behave with humility, take accountability, and every employee strives to be a valued team player. We argue (respectfully and constructively), we laugh, we work under pressure, and most importantly we celebrate success and go home most days with smiles on our faces.

The product support team in On Key Software Solutions is at the heart of the business. Like the engine in a car, the tight-five in a rugby team, Bono in U2.

The product support team is the glue that keeps all the pieces together. The Support Engineer is the single point of contact and the link between our client users and the implementation specialists, and our software development teams. These stakeholders will look at a feature or technical challenge from their perspective, and you will assist in solving their problems with your own knowledge and skills, or by leveraging skills from within your team and organisation.

The Support Engineer's ultimate aim is to ensure happy and successful clients. You should feel as if you do not want to rest until you get a thumbs up or smiley face, perhaps even a muscle flex if you're really good.

Your super powers include problem solving, excellent at context switching and adaptability, sympathising with the client and making them feel as if all will now be well because you're on it. A true bonus is the ability to read people's minds and solve issues before they even happen.

Minimum Requirements

• 0-2 Years relevant working experience
• Relevant qualification - BEng / BSc would be preferred
• Knowledge of software development and cloud hosting
• Knowledge of product support
• Technical skills (possibly dabbling with some development in your free time)
• Some form of experience, or passion, in working within a client-centric environment
• Self driven and willingness to work in a hybrid home-office setup
• Hungry, humble, smart (as defined by Patrick Lencioni)
• Know who Patrick Lencioni is

Duties & Responsibilities

• Excite clients with consistent, accurate and friendly product support
• Constantly evaluate priorities of incidents and ensure SLAs are met
• Ensure that the product support processes are well defined, in place and adhered to
• Plan and coordinate deployment of apps with product owners and scrum masters, and communicate these plans with clients
• Actively assist with reproducing bugs, identifying improvement gaps and use your experience with dealing with clients to contribute to ideas for design improvements
• Willingness to learn and capture growing understanding of the product in a usable and sharable knowledge base
• Lastly, things will go wrong. When it does, own the problem, constructively drive problem solving and ensure execution on the plan

Pragma