1 Purpose Of The Job

We are looking for a Support Desk Technician to manage incoming support queries, assist clients with access to the support portal, and ensure issues are logged, tracked, and resolved efficiently. This role is central to maintaining smooth communication between clients, project managers, and the support team.

2 Responsibilities

Support Desk Operations

1. Monitor incoming support emails and capture the correct details in the system
2. First line support and testing
3. Distribute support tickets to the Project Manager for allocation
4. Post new SLA/MSA queries on Google Chat for visibility
5. Ensure support queries are logged accurately and updated in ERPNext
6. Communicate updates to the Support channel in Google Chat

Client Portal Management

1. Assist clients with registering accounts on the Kartoza website or ERPNext system
2. Add clients to the Support Portal and set correct permissions (Customer Support Portal role)
3. Ensure clients can log tickets and access support features

Issue Management

1. Guide clients through account creation and login processes
2. Support clients in logging new issues via the portal (subject, description, priority, attachments)
3. Ensure issues are documented, prioritised, and tracked until resolution
4. Notify the support team of new requests and allocate resources accordingly
5. Update issue status to “Resolved” or “Closed” upon completion and client acceptance

Continuous Improvement

1. Identify gaps or questions in procedures and escalate to the process owner for modification
2. Ensure procedures are followed consistently and updated when problems arise
3. Provide feedback to improve support workflows and customer experience
4. Upsell exiting SLA's and clients

Software Tester

1. Reviewing software requirements and preparing test scenarios.
2. Executing tests on software usability and functionality.
3. Analysing test results on database impacts, errors or bugs and usability.
4. Preparing reports on all aspects related to the software testing carried out and reporting to the design team.
5. Interacting with clients to understand product requirements. Participating in design reviews and providing input on requirements, product design and potential problems.

3 Education And Skills

1. Strong organisational and administrative skills
2. Excellent communication skills (verbal and written)
3. Ability to manage multiple queries simultaneously
4. Familiarity with ERPNext and support ticketing systems
5. Basic IT literacy and the ability to guide clients through online processes
6. Customer service orientation with problem-solving ability
7. Basic Software qualification.
8. Up-to-date knowledge of software test design and testing methodologies.
9. Working knowledge of test techniques and compatibility with various software programs.
10. Working knowledge of programming.

4 Abilities

1. Ability to work under pressure and meet strict deadlines
2. Critical thinking and attention to detail
3. Strong interpersonal skills for client interaction
4. Ability to multitask and prioritise effectively
5. Proactive in identifying and resolving procedural issues

5 Requirements

1. To perform all duties with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual, and other requirements.
2. To keep up to date with the changes in applicable compliance obligations, controls, and measures relevant to the role.

6  Location

Geographic location is open, within limits. We need minimum time overlaps with most of our team. You need a distraction-free work environment with reliable, redundant power and reliable, redundant, high bandwidth internet.