Overview

Technical Support, L2 Job at Mi9 Retail – in Bryanston, Gauteng 2191

Job Description

Company Overview:
Mi9 Retail is a high growth software company that enables the world’s leading retailers to automate and optimize their entire Plan-to-Sell® process, from planning to managing to selling merchandise in-store, online, and on any device.


Role Overview:
We are hiring a Level 2 Technical Support Engineer for our Bryanston office. In role, you will combine past experience in troubleshooting computer hardware, software and database platforms to solve complex issues and escalated cases, including identifying effective outcomes. The candidates who will be most successful will demonstrate high self-motivation, focus, energy, flexibility to work some weekend shifts and the ability to work effectively in a fast-paced environment

What you’ll be doing:
Provide support to customers through various channels, including telephone, email, or other media

Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems

Make initial classification of user request, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues

Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empower clients by posting client-facing FAQs and Knowledge base articles

Serve as subject matter expert by developing deep knowledge of MI9’s range of enterprise products

Escalate complex problems or requests to appropriate person or team, providing them with diagnostic data and other relevant information and support

Solve basic and common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues

Reproduce bugs in local environment in order to assist QA in testing new builds

Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customer apprised of progress, and collaborating with other teams as needed

Resolve incidents in a timely manner as per established Service Learning Agreements

Some travel may be required

Other duties as assigned

What you bring to the table:
Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems

Flexibility to work some weekend shifts

Exceptional verbal and written communication skills

Strong analytical and critical thinking skills

Proficiency in troubleshooting computer hardware, software and database platforms

Proficient with Microsoft Office Products

Conceptual understanding of .NET development/support/operations

Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)

Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services

Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered

What you’ll get in return:
The opportunity to wear many hats, gain versatile skills, and be part of a high energy, high impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble

You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improve their operations

Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development or Technical Consulting

About Mi9

Mi9 enables the world’s leading retailers to automate and optimize their entire Plan-to-Sell® process, from planning to managing to selling merchandise in-store, online, and on any device. Our corporate retail systems facilitate better demand forecasting, planning, and merchandise management; our point-of-purchase systems increase revenue and customer engagement; and our analytics tools speed time to insight. Mi9 cloud-based solutions incorporate the latest innovations in AI and machine learning to boost system intelligence, automate manual routines, and deliver exception-based workflows. Mi9 Retail is committed to helping retailers on their path to success, so they can maximize revenue, increase margins, and reduce costs.

Must be legally authorized to work without visa sponsorship for employment.

Mi9 Retail is an Equal Opportunity Employer.

No phone calls please.

About Company

Company: Mi9 Retail –

Company Location:  Bryanston, Gauteng 2191

About Mi9 Retail -