Applications Specialist
  • South Africa, Western Cape, Cape Town
  • Movio
Job Description

Description

Working as part of a team, the Applications Specialist role is responsible for providing 3rd line software support, training, implementation and consulting services to Vista’s EMEA customer base.

This involves

  • Working with Vista’s EMEA business partners and customers to address any software issues
  • Act as an escalation point to the 2nd line support team
  • Software deployment,training,and consulting services for the Vista system on site and / or remotely within EMEA
  • Product expertise / become a subject matter expert in at least one Vista product
  • Act as the primary support contact for one Enterprise or multiple SME customers

Key Responsibilities

Customer Support

  • Work with Vista’s EMEA business partners and customers to investigate and resolve any Vista software related issues within set SLA timelines
  • Act as an escalation point to the 2nd line support team
  • Act as the primary support contact for one Enterprise or multiple SME customers
  • Understanding of program code (.Net) to assist with problem solving
  • Use SQL Server and SQL statements to assist with problem solving
  • Reading and interpreting Vista and 3rd party system (Windows and SQL server) error logs
  • Recording all details of support calls into Vista’s support system
  • Assist with fixing bugs found in the product
  • Recognise chargeable work and escalate to the relevant Accounts Director (Enterprise) or Regional Manager (SME)
  • Escalate potential up sales to the relevant Accounts Director (Enterprise) or Regional Manager (SME)
  • Being on an on-call after hours support roster (note : a separate allowance is paid for this)

Software Deployment, Training and Consulting

  • Software deployment, training and consulting services for the Vista system on site and / or remotely within EMEA
  • Analyse customer requirements and implement solutions within the Vista suite of software
  • Testing of the configuration to satisfy customer requirements
  • Ownership of project tasks; delivering through to completion
  • Provide prompt and accurate feedback to customers and team members of project tasks
  • Providing end user training on Vista software to cinema and technical staff as required
  • Ensure timesheets are updated at the end of day

Software Development

Working on development projects, primarily using Microsoft SQL and Crystal Reports to deliver custom extracts and reports for EMEA customers

Additional Responsibilities

  • Prepare and deliver brown bag presentations internally
  • Product expertise / become a subject matter expert in at least one Vista product
  • Carry out any other duties within the scope, spirit and purpose of this position, as requested

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