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DUTIES & RESPONSIBILITIES:
• Responsible for support of your product suite to the customer.
• Responsible for the entry, tracking and management of all incoming support calls.
• Responsible in conjunction with the local product manager for local quality assurance of new product/ or version releases prior to distribution in your region.
• Ensure familiarity with new releases as they become available.
• Train the concepts and procedures of Accountingl Systems support to the support team.
• Be familiar with and adhere to the latest training and installation standards and procedures.
• Liaise with subject matter experts in the regional office on client requests for enhancements & development.
• Work with the support teams to ensure service level requirements are exceeded.
• Work with the customers to ensure that contractual service expectations are exceeded.
KNOWLEDGE, SKILLS & ABILITIES
Credentials and Experience
Essential:
• Minimum two years experience in installing/configuring/supporting Accounting System software products.
• Minimum two years management experience working with Accounting system including financial procedures.
• Previous training experience in the area of theoretical/conceptual training.
• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint
Desirable:
• Previous experience with alternative Income Audit in Hotel Industry
• Previous experience in supporting Hospitality Software Products
• Knowledge of Sun Systems product an advantage
Professional Skills:
• Analytical problem solving skills
• Superior communication skills, written and verbal
(Must be fluent in English, second language an advantage)
• Strong management and interpersonal skills with the ability to earn respect from both internal & external customer project teams
Abilities:
• Ability & Credibility to work effectively with both our internal & external customers at all levels of the organization.
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
• Creative thinking abilities so experiences and knowledge may be used to create new ideas and think 'outside the square'.
• A self-starter with initiative, drive and strong desire to succeed.
• Ability to work in a logical methodical manner.
• Ability to work under stress.
• Flexibility with people and time.
• Determination to get the job done to time.
