SAGE ENTERPRISE MANAGEMENT HELPDESK (previously X3)
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Looking for a great career opportunity come and join MicroChannel who have a great opening for a Helpdesk Support person with excellent communication
Summary about this job
Help Desk & IT Support
Company: MicroChannel Services Pty Ltd
Location: Sydney
Work type: Full Time
Salary: No
Phone: +61-2-3964-5396
Fax: +61-3-5162-5314
E-mail: n\a
Site: n\a
Detail information about job SAGE ENTERPRISE MANAGEMENT HELPDESK (previously X3). Terms and conditions vacancy
Company InformationMicroChannel is the leading business software & technology provider in Australia, with 1400+ customers. We provide ERP, CRM, Warehouse, Retail, IT / Managed Services and Marketing Tech solutions. A selection of our partner credentials include: SAP Gold Partner, Microsoft Gold Partner, Sage Business Partner, IBM Partner, and HighJump WMS Partner.
MicroChannel has an outstanding team of committed and knowledgeable professionals who thrive on giving expert advice. Our team works together towards one common goal, satisfied long term clients.
Job Summary
This position is to provide assistance to our customers, with day to day operational matters relating to the Sage Enterprise Management Software through a priority support hotline, email & ticketing system. You will be required to log, manage, escalate and resolve issues in an efficient, accurate and timely manner. You will be considered as the first point contact to our valued customers. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Your day will consist of taking calls, logging service desk tickets, remote access support, application troubleshooting, problem solving and resolution, identification and escalation of issues to relevant Vendor(s) where applicable. You will be part of a support team, hold a high level of patience and work extremely well under pressure.
This is a good launching pad for a long term career and growth into a Sage Enterprise Management Consultant in a great supportive team environment
Key Job Responsibilities and Tasks
- Provide first level contact support and convey resolutions to customer issues.
- Log, manage and own incidents end to end through our Support Desk ticketing system.
- Walk customers through the steps to achieve a goal in our software on the phone.
- Follow up with customers, provide feedback/regular updates on progress and see problems through to resolution.
- Technical support for Sage Enterprise Management (previously Sage X3).
- Install the Sage Enterprise Management (previously Sage X3) product for new customers.
- BI for Sage Enterprise Management (previously Sage X3), using Sage Enterprise Intelligence and Crystal reports. This will enable you to create and modify reports.
Essential:
- General knowledge of Sage Enterprise Management (previously Sage X3).
- Ability to learn quickly plus, possess strong analytical and problem solving skills.
- Strong verbal communication and excellent customer service skills.
- Clear and confident communication skills, to liaise with key customers and external stakeholders.
- Positive attitude & ability to work as part of a team.
- Proficiency in English.
- Proven working experience and providing help desk support.
- Working knowledge of helpdesk call tracking system/processes, databases and remote control.
Software & IT Skills Required:
Essential:
- 2+ years IT Technical Support and customer service experience
- Experience and an understanding of Business ERP systems, platforms and software applications.
- An understanding of basic accounting/bookkeeping procedures.
- Knowledge and understanding of Sage Enterprise Management (previously Sage X3) product.
Desirable:
- Knowledge of various desktop platforms, Windows and Windows Server Platforms
- A basic knowledge of SQL Language within Microsoft SQL Server.
- A basic knowledge of Crystal & Financial reporting.
- A basic understanding of networks and application communication.
Education (recommended but not required)
- BS degree in Information Technology, Computer Science or equivalent.
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