Support Specialist

Ezy Systems is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. With over 100+ acquired companies and 2,500+ employees globally, we have long realized that our greatest asset is our employee base. We are a leading provider of all-encompassing winery software that offers a holistic view of winery operations and ensures compliance with statutory requirements. Our mission is to empower wineries with innovative solutions that streamline processes, enhance productivity, and support growth. We value integrity, dedication, and a customer-centric approach in everything we do.

Job Summary

We are seeking a dedicated and tech-savvy Support Specialist to join our team. In this role, you will perform job triage and software support to our customers, monitoring backlog and assisting the team to provide high levels of customer satisfaction.

Responsibilities

• Triage and respond to customer cases via phone and email.
• Manage and resolve assigned customer issues, ensuring excellent service at all times.
• Guide customers on system usage, product insights, and provide remote assistance as needed.
• Maintain accurate notes of customer interactions and relevant team documents.
• Research case history and collaborate with internal teams to ensure timely issue resolution.
• Participate in professional development opportunities.
• Promote company values and behaviours.

Characteristics

• Tech-savvy with excellent problem-solving skills.
• Strong ability to build trusted customer relationships.
• Ability to work in a fast-paced, high-pressure environment.
• Independent worker with effective time management skills.
• Diplomatic and professional conflict resolution skills.
• Confident in presenting topics and issues.
• Flexible, with a “can do” attitude.
• Attention to detail.
• Dedicated and enthusiastic.
• Honest and with high integrity.

Qualifications

• Previous use of Ezy Systems Software highly desirable.
• Experience in the Wine Industry preferred.
• Certificate in Information Technology is an advantage.
• Proven ability to build and maintain positive customer relationships.
• Effective communication and presentation skills.
• Ability to multi-task across multiple IT platforms.
• Initiative and self-motivation.
• Strong level of capability with Microsoft Office suite.
• Analytical skills and high attention to detail.