Specialist-Support

Envision Digital are Micro SaaS connector app development, software implementation, integration, automation and ecosystem specialists.

Envision Digital is seeking the services of an enthusiastic, hard working , trustworthy and driven Specialist-Support.

This could be an excellent opportunity for a person who is tech savvy and has entrepreneurial flair and interest.

The Specialist-Support works closely with project team members, managers and assists with the delivery of major organisational projects efficiently.

The Specialist-Support will support products like our integration between BambooHR and Xero called envisionBX. You will assist in implementations of software for Envision Digital that you are delegated, including but not limited to Scoping, Implementation/Delivery/Commissioning, Training and Support. This will be in accordance with the authority delegated by the Director. This includes assistance with project management, administration duties and risk management ​

The Specialist-Support is mainly an autonomous role.  There will be a requirement for you to drive the marketing effort by sending out direct mail campaigns and social media posts. You will also need to follow up on leads and opportunities. You will also need to be involved in administration related tasks as required. ​

The Specialist-Support will assist with the progress of our current projects. Their duties will primarily revolve around supporting software products by managing support tickets, fixing errors, adapting our products, improving product performance, and complying with ISO Standards and internal Service Level Agreements (SLA's). You will also be involved in validation procedures and work with customers and/or partners on technical issues including product system design and maintenance. ​

​The Specialist-Support is the daily representative of the Director and they need to be very customer focused and deliver what they promise on time and on budget.

The role is full-time 5 days per week. Hours per week can be negotiated.

Major Responsibilities

1. Responsible for the daily use of the Jira support ticketing system
2. Responsible for supporting our internally built products
3. Responsible for maintaining accurate and well described tickets in support ticketing system
4. Accountable for educating clients about product specifications
5. Accountable for recommending product enhancements
6. Accountable for meeting internal Service Level Agreements (SLA's)
7. Communicates with customers if there are issues, queries and requests
8. Assists with software implementation project management and training programmes
9. Provides the highest levels of customer service to our clients and partners
10. Creates Sales Proposals and updates CRM with client data
11. Follows up of leads and opportunities. Activity to be recorded in CRM
12. Accountable for the marketing effort to optimise the organisation's sale of services into appropriate market
    segments e.g. EDM's and Social Media posts
13. Improves brand visibility including the development and dissemination of promotional material
14. Works effectively as part of a team and leads when required
15. Completes administration tasks as required
16. Books meetings as required
17. Completes timesheet no later than COB every Friday

Essential Criteria

1. Bachelor's Degree or Certification in IT or similar
2. Proven work experience as a Support Specialist/Support Desk Analyst/Customer Service
3. Competent or knowledgable in Agile Product Development Frameworks
4. Excellent Communication skills both verbal and written
5. Tech Savvy
6. Customer Service oriented
7. Problem-solving ability 
8. Well presented
9. Works well within a team
10. Creative and innovative thinking skills
11. Knowledgeable in regards to project management
12. Leadership qualities
13. Can work without supervision

Desirable Criteria

1. Experience with Jira Support Desk very advantageous
2. Entrepreneurial
3. Understanding of Accounting software and Software Add-Ons
4. Product Developer experience
5. Digital Marketing Experience
6. Understanding of compliance and experience with International standards (ISO)

This could be the opportunity you have been searching for

f you believe that you fulfill our requirements, please apply