Senior Product Support Specialist
Modular Mining
Johannesburg, South Africa
1d ago

SA - SR PRODUCT SUPPORT SPECIALIST CUSTOMER SERVICES Job Purpose : Provide technical customer support for Modular Mining software products.

Is a technical product support lead. Domestic Travel Required : 40 % International Travel Required : 30 % Job Requirements Title Description Required Experience and Job-Specific Knowledge

  • At least 7-10 years of experience
  • Proficiency in computer coding, troubleshooting and testing
  • Customer service experience
  • Exposure to SQL or similar database
  • Proficiency in at least one high-level programming language (C, .NET, Java, etc.)
  • Bilingual fluency in reading, writing and speaking English and one other major language is a plus.
  • Proven track record as a Senior Product Support Specialist
  • High competency managing the after-hours support phone
  • Required Education, Certifications and Credentials BSc degree in Computer Science Job Responsibilities Title Importance Description Create / Modify functionality 5 - Extremely Important

  • Determine most efficient way to create functionality
  • Meet customer requirements
  • Document the functionality properly Install functionality on-site with a minimum of client disruption
  • Properly use ticketing system to track ticket status
  • Repair functionality 5 - Extremely Important

  • Successfully connect to client site to verify and reproduce the problem
  • Diagnose root cause of problems
  • Complete repairs within SLA timeframes
  • Get system to function properly as quickly as possible
  • Customer Support 5 - Extremely Important

  • Provide technical customer support through task assigned processes using code changes, updates, testing and QA methods to ensure product functionality
  • Write FORMS reports based on customer requirements
  • Write shell scripts
  • Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time
  • Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative
  • Perform Quality Control 5 - Extremely Important

  • Test quality of produced code to make sure it is error free
  • Ensure code meets all specified requirements
  • Ensure all required documentation has been generated and meets quality standards
  • Provide actionable feedback to code author when quality does not meet standards
  • Mentor and Train Team Members 3 - Important

  • Coaches newer Project Engineers on support procedures, product functionality, customer requirements.
  • Is accessible to newer Project Engineers as needed during support calls
  • Provides constructive feedback to other team members to encourage learning and performance improvement
  • Job Relationship / Reporting Structure Direct Manager : SA-MGR TECHNICAL SERVICES Competencies Competency Description Required Level Importance General - Written Communication Communicates effectively, thoroughly, and accurately in writing

  • Writes concise, organized, and easy-to-read reports, letters, memos and emails
  • Prepares accurate and effective formal documents 3 - Effective 3 - Important General - Work Organization Organizes activities to ensure their proper completion in a timely manner
  • Effectively schedules time by assigning priorities to daily / weekly / monthly work activities
  • Avoids crises through systematic planning and follow through 3 - Effective 3 - Important FORMS Programming Completes Modules / Database Extensions
  • Advanced / FORMS programming
  • Gencode Modifications - Advanced / Real Time FORMs
  • Advanced
  • Writes effective FORMS code in adherence to standards
  • Properly utilizes generic FORMS code
  • Handles client data responsibly and safely
  • Backs up data when doing irreversible changes
  • Writes FORMS reports that are easily maintained
  • Modifies real-time FORMS code in a standardized and maintainable fashion
  • Modifies DBMSD database structures in a standardized and maintainable way 3 - Effective 3 - Important DISPATCH 5.X.X Administration Uses 'vi' editor
  • Restarts services in RHEL
  • Cleans DBMSD databases
  • Diagnoses UNIX / Linux OS problems
  • Diagnoses Dispatch 5 problems
  • Adds printers
  • Adds and removes users
  • Configures VNC sessions 3 - Effective 3 - Important DISPATCH 6.X.X Administration Installs Windows
  • Installs SQL Server
  • Restarts Windows services
  • Diagnoses Dispatch 6 database problems
  • Diagnoses Dispatch 6 service problems
  • Upgrades Dispatch to new build
  • Diagnoses IIS service problems
  • Uses SCCM to manage fleet configuration 3 - Effective 3 - Important Unix / Linux Shell Scripting Navigates file structure effectively
  • Selects the correct tools to collect the required information
  • Writes effective bash shell script
  • Adheres to existing scripting framework 3 - Effective 3 - Important MEOS Programming Properly configures individual MEOS modules
  • Avoids interfering with live mobile units unnecessarily
  • Effectively queries mobile units
  • Writes and customizes MEOS in a standardized and maintainable fashion 3 - Effective 3 - Important Troubleshooting Determines when investigative calls to customer are required to solve issues
  • Asks customers appropriate questions to properly scope the problem
  • Gains an understanding of customers’ needs and how they use the product
  • Invests necessary time to identify root cause
  • Requests assistance from more knowledgeable team members when unable to identify root cause or solution 3 - Effective 4 - Very Important SQL Server Administration Configures SQL Server
  • Creates SQL databases
  • Indexes SQL tables
  • Diagnoses SQL Server performance problems 3 - Effective 2 - Somewhat Important MineCare Administration Restarts all services effectively
  • Properly configures mobile equipment to send data to MineCare
  • Troubleshoots and resolves snapshot issues
  • Troubleshoots and resolves trend issues
  • Troubleshoots and resolves real-time issues
  • Troubleshoots and resolves client application issues
  • Troubleshoots and resolves reporting issues
  • Troubleshoots and resolves application server issues
  • Installs application and prerequisites effectively 3 - Effective 2 - Somewhat Important ProVision 3.X Administration Diagnoses and troubleshoot Provision 3 problems
  • Restarts DbmsdAdapter and Intellimine services
  • Runs TSQL queries and stored procedures to clean up tables and diagnose problems
  • Efficiently converts customer polygons to XML and import into server
  • Audits customer text files before importing or while troubleshooting import failures
  • Runs exports on diglines for shovels and volumes for dozers 3 - Effective 3 - Important VMWare Administration Creates virtual machines and install operating systems on them
  • Installs VMWare onto physical servers
  • Clusters physical servers together
  • Troubleshoots and resolves VMWare framework issues 3 - Effective 2 - Somewhat Important Wired / Wireless Networking Performs basic troubleshooting with network transport problems
  • Analyses and recommends changes to firewall configurations
  • Effectively communicates subnet size requirements with customers 3 - Effective 2 - Somewhat Important General - Learning Agility Driven to increase knowledge and competency
  • Takes ownership of own professional development
  • Proactively seeks out learning opportunities and developmental experiences
  • Plans for personal development
  • Takes initiative to find information needed to gain understanding
  • Develops awareness of where internal and external learning resources are, such as manuals, forums, websites, courses, books, subject matter experts, etc.
  • Distinguishes between the most effective and accurate learning resources vs. the most accessible learning resources
  • Takes initiative to contribute to learning resources when gaps are discovered in order to help other learners
  • Takes effective notes and creates personal job aids to support learning and performance
  • Develops relationships with internal and external mentors and coaches to support professional development 4 - Very Effective 5 - Extremely Important Technical Services - Client Service Manages difficult or emotional client situations effectively
  • Responds promptly to client needs
  • Maintains courteous and professional phone demeanour
  • Anticipates what internal and external stakeholders must know about support issues / requests, and provides the information to relevant stakeholders
  • When unable to solve support issues, takes the initiative to find help without losing ownership of the issue
  • Does not take irreversible action without proper investigation
  • Avoids quick fixes and creates sustainable solutions
  • Verifies problems are resolved before closing service requests
  • Solicits client feedback to improve service
  • Meets commitments
  • Makes special efforts to ensure that customers are satisfied 3 - Effective 4 - Very Important
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