Technical Support Administrator

Job descriptionRole :

Technical Support Administrator Starting : ASAP Role fit : This will be a good fit if you have up to three years of work experience in a technology workstream where you have been exposed to implementing testing frameworks, assisting customers with technical queries and are interested in broadening your knowledge of technology and automation tools.

Role RequirementsDigital transformation is about people using technology more effectively to make their working processes easier.

We focus heavily on adoption and training, helping users adapt to the new processes and systems, and changes to the systems, as they evolve. We need an internal success manager that can provide training, testing & support to large corporate clients that have implemented digital workflow management systems. Your role will be to help embed digital transformation practices within the organizations and require you to leverage your strengths in communication and problem solving.

Your task will include : Direct contact with end users, training teams and new users on how to follow new processes and use the systems. In determining the training topics to be covered you'll do some routine problem diagnosis and resolution where needed, In the event of technical issues you would elevate to the technical support team and liaise with them to get the issue resolved.

You will learn low-code development and some key systems concepts to empower you in helping analyse the problem. You will perform testing of the systems when new functionality is released, to increase your knowledge of how it works and with a focus on your learned knowledge of users and how they interact with the systems. You will provide input into new workflows and systems changes based on your experience with users and their key challenges. In general you will help ensure a positive experience for users by empowering them with the skills and knowledge required of how to use the processes and systems and thereby helping to drive system and process adoption. We’re looking for someone that enjoys helping to empower and upskill people : Must have a relevant bachelors degree and 1-3 years experience in a similar role A trainer who can explain things in a simple, easy to understand way A patient person with soft skills including composure, adaptability, empathy, intuition, common sense, positive attitude and stress resistance A good communicator and even better listener A problem solver that likes puzzles and following breadcrumbs across activity centres on systems to figure out what transpired, what went wrong and what training will be required to prevent the issue going forward. We would love somebody who is interested in low-code and is code curious. You don't have to be a developer or want to be a developer, but there is a lot you can learn. Analytical - you understand how to approach a problem and spot trends of similar challenges for which training & communication can be put in place.

What a day could look like : Check the support log and review any new queries that have been raised, Volume of tickets fluctuates, average tickets a day is between 25 and 45. Triage the queries and identify the type of support or training required. For complex issues, book short one-on-one sessions with users for them to share their screen and show the issue they are experiencing. Escalate the relevant tickets to the technical support team and feed back to the user regarding the resolution. Contact the users with answers to their questions. Conduct short one-on-one training sessions with users to explain how to prevent an issue from happening again. Conduct end-to-end tests for new system functionality that is about to be released to understand how it works and plan training and or communication for it. And feedback to the technical team. Review and target lagging projects on the systems, proactively engaging with users to assist in adoption. Drafting a weekly support report to indicate Volume and type of queries Feedback or questions that require decisions to be made Key user behaviour insights and recommended interventions Serious stuff Reporting : You will report into the project leads for the clients they are working on. Work hours : Generally queries tend to come in between 9 : 00, Monday to Friday.

• 9 : 00, Monday to Friday.

Other than being available to offer support in a timely manner, we don't mind when you get to your other tasks. As long as things are done on time and as agreed, nobody cares when you do them. We expect everyone to be accountable and manage their own time. No need to seem busy, rather go have fun somewhere if there is nothing to get done (or you really need a break).

Office :

We have flexible shared workspaces subscriptions for those that would like to go somewhere to work. You don't have to go there unless you need or want to. Initial training sessions for new teams are often held at their offices. Any follow up training can take place online. Catering : If you are working from a shared workspace or meeting up with a colleague or client – coffee, lunch, snacks are a company expense.

Qualifications : we like people who have done something interesting, who have tried something big and failed (or succeeded – that's also fine).

Leave :

In principle, you can take as much leave as you want. You are responsible to get things done though – so make sure you plan around it OR, just do a working holiday (i.e. go away but work for a couple of hours so support queries get a response timeously).

KPIs / OKRs :

We figure out with you on a quarterly basis what needs to be done that is really important. That becomes your project for the quarter along all the other systems. If you do your job really well, you will end up automating / improving your processes so that they take up less time and you can find something else to do.

Career :

We don't believe in careers – we believe in having a good life. You can get new roles and new challenges the more you prove yourself. Salaries go up too as you get more responsibility and can deliver better quality work. Even though this all sounds like easy going fun – it is all based on everyone delivering what they are meant to, on time. We are really hard on the quality of delivery because that makes or breaks the entire system. So we are very direct if our expectations are not being met and there is often a learning curve. Who we are : dY / dX is an international digital transformation consultancy. We partner with our clients for Product & service design Consulting Courses & training Implementation Change management and transformation Internal success management and adoption Courses & training Ongoing support & maintenance Venturing Partner with our clients to build businesses We are a remote first business (even before the pandemic) and work with consultants around the world. We are nerds, geeks, goofs, cynics, believers, artists, and quants, left-brain, right-brain, ENTP – INTJ, designers, coders, analysts & spreadsheet jockeys - but ultimately we are all builders, with a passion to find solutions to really hard questions.

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