2Nd Line Application Support Engineer- Configuration Developer

2Nd Line Application Support Engineer- Configuration Developer

Mukuru | Cape Town, WC, ZA

Posted 12 days ago

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The Mukuru Application Support Team is growing rapidly, and we are extremely excited to announce that a new opportunity has opened up. We are hiring a2nd line Application Support Engineerwith a focus on Configuration Development. First preference will be given to Cape Town Applicants however, applications from Johannesburg will also be considered.This role will report into the 2nd Line Application Support Team Lead and will be responsible for owning all maintenance and enhancements of our Customer Engagement and Operational Support Management Systems. The 2nd Line Application Support Engineer Configuration Developer role forms part of the broader Application Support Team which is split into two main functions: transactional system support and configuration development. The ideal candidate for this role is someone who has a great understanding of Contact Centre and broader business operational processes coupled with solid experience in using systems to enhance the Customer's Journey and Experience and boost the overall productivity and effectiveness of Internal operational support teams.We are looking for someone with the relevant technology skills and expertise who is obsessed with Operational Efficiency and Customer Service Excellence to own and take our Customer Engagement and Operational Support Management systems to the next level!Duties and Responsibilities include, but is not limited to:Support and Maintain Customer Engagement and Operational Support management systems such as Zendesk, Xcally and other CRM systems by owning:Investigate and resolve all support requests escalated by the 1st line support teamSuccessful delivery of relevant strategic roadmapConfiguration development, system support, enhancement and maintenanceIntegrationsReportingIdentity, Access, License Management and GovernanceUser trainingEffective collaboration with Business stakeholders and relevant Tech teams to:Identify opportunities for improvement and enhancementCommunicate and demonstrate new features and functionalityKnowledge Management:Proactively and effectively share knowledge with team membersProactively and effectively gather relevant knowledge from other teams such as Business stakeholders, Developers, Product Owners, DevOps and others.Create and maintain relevant SOP and system change documentationContribute to and keep knowledge base updated and relevant Key Requirements:5 - 8 years' experience as an Application/Software Support Engineer and or IT Administrator - EssentialStrong experience in effectively collaborating with internal business stakeholders, internal tech teams and external partners - EssentialExperience in Contact Centre and overall Business Operational Environments from a systems point of view - EssentialStrong ability to translate business requirements into technical solutions EssentialStrong ability to present and demonstrate technical solutions to business stakeholders - EssentialStrong experience in designing, building and enhancing custom: service level agreements, messaging templates, user workflows, data flows, messaging flows, triggers, automations, queues and views in Customer Engagement and Operational Support Management systems such as: Zendesk, Xcally Microsoft Dynamics, Sales Force and similar systems EssentialStrong experience in database programming and querying - EssentialStrong experience in building and enhancing custom reporting dashboards - EssentialStrong experience in building and supporting custom integrations between Customer Engagement systems and other internal bespoke as well as 3rd party vendor systems EssentialAgile Methodology experience - AdvantageousDemonstratable Sys Admin level knowledge and experience of any CRM and/or ERP systems AdvantageousKnowledge of AWS hosting AdvantageousKnowledge of Microsoft Azure hosting AdvantageousExperience in developing and maintaining design standards - AdvantageousExperience in Systems housekeeping processes and practices - AdvantageousExperience in Unix\Linux and ability to navigate systems and execute basic commands - AdvantageousScripting skills in any language - AdvantageousKnowledge of and\or experience in HTML \ CSS \ JavaScript & PHP coding - AdvantageousKnowledge of and\or experience in DevOps practices and tools - Advantageous Knowledge of and\or experience in application UAT AdvantageousBSc Computer Science Degree, IT Diploma, MCSE, Comptia, AWS Certification or similar AdvantageousAdditional Skills:Positive Can-do attitudeExcellent team playerGrowth MindsetExcellent work ethicAttention to detailAbility to multitask effectively Excellent verbal and written communication skillsAbility to rapidly learn new systems and processes while working under pressureAccountability and ownershipPassionate about company and personal growth, desire to go the extra mileSelf-motivated with excellent time management skillsAbility to prioritize important and urgent matters and take decisive actionA never-ending desire to learn and growShould you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.If you do not receive any response after two weeks please consider your application unsuccessful.NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS