1. Development and Application Support
Design, create and implement new features within the QX system, under appropriate supervision and in line with agreed requirements
Support internally developed applications and investigate incoming errors, ensuring issues are progressed and resolved within agreed customer Service Level Agreements (SLAs) where appropriate
Monitor and manage error logs, backups and red box errors received into the support folder, using appropriate diagnostic information to investigate issues
Investigate application and digital issues methodically, reviewing error messages, logs, user information and relevant system information to help identify root causes and appropriate solutions
Take appropriate action when application problems are identified, resolving issues within your level of competence and escalating more complex or non-routine issues to the appropriate colleague
Carry out thorough testing of development changes and application fixes to achieve a Right First Time result before implementation
Support the development and implementation of changes, upgrades and new functionality, including assisting the onsite team during go-live
2. Customer and User Support
Provide technical and application support to customers through telephone, email and other appropriate communication channels.
Take incoming calls and deal with customer queries on a daily basis when required
Understand customer requirements and application queries, investigate issues and implement appropriate resolutions or ensure the responsible party is made aware of the requirements
Support users in the effective use of the QX ERP system, providing guidance on functionality and advising customers on appropriate ways to use the system to improve productivity and efficiency
Assist with application training, demonstrations and user guidance, helping customers develop confidence and skills in using QX and associated digital systems
Communicate technical information clearly and appropriately to customers and colleagues, keeping customers informed of progress and expected timescales
3. Digital Tools, Data and Security
Use appropriate digital tools, system information and reports to undertake basic analysis of support and application data, identifying recurring issues, trends and opportunities for improvement
Develop and maintain an understanding of database structures and how business data is used within the QX system
Follow Openda's information security, data protection and confidentiality policies when accessing, processing, storing or sharing customer and company information
Recognise and escalate potential information-security, data-protection or access-related issues in accordance with company procedures
Use appropriate technical documentation, product information, internal knowledge resources and trusted sources to investigate issues and provide accurate advice and guidance
Skills Required
Good written and verbal communication skills
General IT skills and a good problem-solving approach
Ability to investigate technical or application issues methodically and work towards an appropriate resolution
Ability or willingness to learn about database structures and business applications
Ability to work accurately and at a detailed level
Willingness to learn Progress 4GL, QX and other digital technologies used by Openda
Ability to prioritise workload and work to agreed deadlines
Ability to communicate effectively with technical and non-technical customers and colleagues
Training:
Digital Support Technician Level 3 Apprenticeship Standard
The training will be delivered in the workplace
Training Outcome:
Secure a full-time position after successful completion of apprenticeship
Employer Description:Openda Ltd provides a specialist ERP software solution (QX) which is designed for the wholesale distribution and manufacturing industries. Our software has been in existence for 30 years and through a programme of continual improvement it continues to remain at the forefront of technology.
We have built a strong team all of who have been carefully selected for their technical expertise and excellent customer service. Our focus is to take our clients on a long-term journey to business efficiency by empowering them with the right IT infrastructure.Working Hours :9.00am- 5.00pm
(½ hour unpaid lunch break)Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Non judgemental,Patience....Read more...
