Jobs at Access Solutions Limited

Job Description/Responsibilities

• Supports the day-to-day running of the first and second line support of solutions and applications
• Talking staff/clients through series of actions, either face to face or over the telephone to help set up account or resolve issues
• Escalating systems, applications and networks issues to appropriate department
• Providing support, including procedural documentation and relevant reports
• Supporting roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Responding within agreed time limits to call-outs;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with customers and other professionals, Testing and evaluating new applications and technologies for proper support and maintenance;
• Develops relationships with end users and clients to provide timely identification and understanding of user requirements and enhance systems issues and respond to them promptly
• Makes sure all procedures for maintenance/change control of systems have been documented.
• Develop sound working relationships with other teams within the department, sharing knowledge and experiences, providing presentations and assisting with all aspects of Customer Support and training.
• Promote quality, integrity and security throughout the organization and present a positive image to clients
• Demonstrate and encourage a strong Customer Focus to provide users with an understanding and helpful service.
• The ability to communicate effectively with users, convey and influence new ideas and articulate user requirements.
• Any other tasks as assigned by Supervisor or MD/CEO.

Requirements

• Candidate should be able to speak fluent English
• Expert knowledge of providing first level support
• Report writing and Use of Microsoft office tools
• Any first degree

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Job Description

• Timely and accurate capture of orders in their various formats, process them and manage any subsequent changes. Manage the total process and look to ensure ‘on time’ and ‘in full’ deliveries.
• Ensure that advance notification procedures are proactively followed, in order to ensure internal and external customers are kept informed of any stock shortages and availability dates are updated.
• Develop and strengthen your working relationships with your internal /external customers to clearly understand their needs to ensure we deliver ‘value added’ service to our customer, whilst minimizing cost to the business.
• Maintain and strengthen a network within the business across departments
• Demonstrate full understanding of supply chain processes and procedures
• Take accountability for the total ‘end to end’ process, you are the dedicated person responsible for all the Customer service needs of the customer and therefore accountable for driving through service improvements.
• Meet and exceed personal KPI's as well as focusing to increase team effectiveness and team KPI’s
• Manage the requests for collection/returns of good stock product process through to resolution
• The compilation and publishing of various key reports as required by the business and customers
• Anticipate potential escalations prior to them becoming business critical.
• Develop knowledge and actively support LEAN initiatives, take accountability for identifying ‘non value’ added tasks and driving through improvements, so as to create white space.
• Continue to build product knowledge
• Support total team during busy periods and holidays/absence
• Support any other duties as reasonably requested by team leader
• Follow business and internal control procedures
• Maintain all relevant monitoring systems with valid information

Job Requirements

• Any first degree
• Computer literacy, expert in the use of Ms Office tools
• Reporting, minutes taking, presentation making
• Store management
• Schedule management