Description review
Intermediate Software Support Engineer
1Nebula · South Africa · back to the listing
HR standards
50/100
needs work
Title ↔ description
58/100
needs work
Reads as
Customer Support
95% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 42 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.
Who Are We?
1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.
We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.
Learn more about our people brand by watching our culture videos:
•
•
Job Opportunity at 1Nebula:
The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of the Software Support Technician is to maintain low issue resolution times and high customer service levels.
What You will do within this role (Your key responsibilities):
• Troubleshoot technical issues related to software applications.
• Respond to customer inquiries regarding software applications, providing problem resolution and technical support.
• Collaborate with other software engineers to analyze, identify, and resolve technical issues.
• Monitor and maintain the performance of software applications.
• Test software applications and document results.
• Develop and deliver user training for software applications.
• Analyze and document software requirements.
• Develop technical documentation for software applications.
• Develop and maintain software quality assurance processes.
• Develop and implement software application enhancements.
• Working on a possible Rotational weekly 24hour shift/Standby roster
• Answer and manage all incoming Head Office calls in a professional and courteous manner, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.
More about You (Our requirements for the role):
Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application
• You are driven and passionate about excellent client services
• You have a tertiary qualification in IT
• You have been exposed to and know service desk tools, i.e. ServiceNow, BMC Remedy, Jira, Marval, etc.
• You possess knowledge of IT service management/service control processes and methodologies
• You have experience in document writing (Standards, Operating procedures, Work Instructions etc.)
• You have experience in managing relationships with internal business customers
• 3+ years’ Service Desk experience or working in a service desk environment within a large global organization
• Strong interpersonal and communication skills
• Work well in a team-oriented environment
• Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
• Exceptional focus on quality and strong attention to detail
• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel
• Good command of written/verbal business English
Our Current Tech Stack:
• Azure DevOps
• Azure SQL and related cloud-based database and storage
• Azure PaaS Services
• C#
• .NET 8
• Angular
• SQL
• Snowflake
Our Amazing Perks!
• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually!
• High spec laptops and equipment for you to comfortably work remotely.
• Flexible working hours. We work on a flexible schedule from Monday to Friday where you can make the hours work for you.
• Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too.
• Grow your skills and learn something new with paid for Microsoft courses and certifications.
• Give back by participating in our Culture and Social Responsibility initiatives.
• Hackathons(If you find yourself in office, we’llprovide the pizza!)
Originally posted on Himalayas
Who Are We?
1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.
We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.
Learn more about our people brand by watching our culture videos:
•
•
Job Opportunity at 1Nebula:
The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of the Software Support Technician is to maintain low issue resolution times and high customer service levels.
What You will do within this role (Your key responsibilities):
• Troubleshoot technical issues related to software applications.
• Respond to customer inquiries regarding software applications, providing problem resolution and technical support.
• Collaborate with other software engineers to analyze, identify, and resolve technical issues.
• Monitor and maintain the performance of software applications.
• Test software applications and document results.
• Develop and deliver user training for software applications.
• Analyze and document software requirements.
• Develop technical documentation for software applications.
• Develop and maintain software quality assurance processes.
• Develop and implement software application enhancements.
• Working on a possible Rotational weekly 24hour shift/Standby roster
• Answer and manage all incoming Head Office calls in a professional and courteous manner, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.
More about You (Our requirements for the role):
Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application
• You are driven and passionate about excellent client services
• You have a tertiary qualification in IT
• You have been exposed to and know service desk tools, i.e. ServiceNow, BMC Remedy, Jira, Marval, etc.
• You possess knowledge of IT service management/service control processes and methodologies
• You have experience in document writing (Standards, Operating procedures, Work Instructions etc.)
• You have experience in managing relationships with internal business customers
• 3+ years’ Service Desk experience or working in a service desk environment within a large global organization
• Strong interpersonal and communication skills
• Work well in a team-oriented environment
• Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
• Exceptional focus on quality and strong attention to detail
• Competent in the use of Microsoft PowerPoint, Project, Word, or Excel
• Good command of written/verbal business English
Our Current Tech Stack:
• Azure DevOps
• Azure SQL and related cloud-based database and storage
• Azure PaaS Services
• C#
• .NET 8
• Angular
• SQL
• Snowflake
Our Amazing Perks!
• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually!
• High spec laptops and equipment for you to comfortably work remotely.
• Flexible working hours. We work on a flexible schedule from Monday to Friday where you can make the hours work for you.
• Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too.
• Grow your skills and learn something new with paid for Microsoft courses and certifications.
• Give back by participating in our Culture and Social Responsibility initiatives.
• Hackathons(If you find yourself in office, we’llprovide the pizza!)
Originally posted on Himalayas