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Enterprise Application Support Specialist

Job from Axess in Information and Communication Technology (ICT) - 14 Jul 2022

Outline of job role and purpose
JOB OBJECTIVE
The Enterprise Application Support Specialist will maintain and develop user support strategies and best practices, as well as user support content. He will also be responsible of implementing enterprise projects and enhancements to drive users satisfaction.

RESPONSIBILITIES AND DUTIES

▪ Own overall relationship with assigned users, which includes training, increasing adoption, ensuring retention, and high levels of user satisfaction
▪ Establish a trusted advisor relationship to help drive continued value of our products and services
▪ Communicate effectively with both internal and external senior-level management to understand user needs, maximize retention and growth, and communicate learnings
▪ Maintain existing user support metrics and data as directed
▪ Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
▪ Review the user journey, identifying how it’s supported, taking a consultative approach in helping users overcome issues and achieve goals
▪ Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
▪ Manage and sort out incidents in Enterprise Applications
▪ Manage the escalation of incidents to our partners as required

SKILLS

▪ Self-directed with strong verbal and written communication, strategic planning, and project management skills
▪ Exposure to Project / Service Management Tools
▪ Analytical and process-oriented mindset
▪ Comfortable working across multiple departments in a deadline-driven environment
▪ Active team player, self-starter, and multitasker who can quickly adjust priorities
▪ Would be an advantage: Knowledge of the Business Processes in Automobile Retail Sector

QUALIFICATIONS & EXPERIENCE
▪ Bachelor’s degree in Engineering (preferred)
▪ Knowledge of Microsoft Dynamics 365 or Microsoft Dynamics NAV
▪ 3-5 years of experience as user support