Responsibilities
In this role you will work through support queue tickets and provide solutions / work arounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line in with our SLA’s. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal).
This is not a traditional programmer type role, although would suit someone with a strong technical skill set who is comfortable collaborating with customers to solve their problems.
The day to day...
- Responding to customer bug reports or from receipt to resolution (including updating tickets, responding to e-mails etc)
- Identifying and Redirecting non-support items to the relevant department.
- Reporting to and escalating client issues to the Global Support Manager
- Keeping up to date with the details / terms / response times of client support contracts and applying them to ticket resolution
- Reproducing, diagnosing, analyzing and correcting reported defects
- Deploying fixes for (and proposing solutions to) defects that occur in our software on customers sites and elsewhere.
- Interfacing with the end users of the software, and with the partners who are reselling or configuring the software, for training, technical support, feedback etc.
- Working and collaborating closely with members of the global j5 team based in Cape Town and USA
#LI-KW1
Education / Qualifications
- Degree(s) in Mathematics, Applied Mathematics, Computer Science, Engineering,Information Systems or related field
- 2 to 3 years’ experience in a client facing role is essential
- Excellent client communication and etiquette, with an embedded mindset of delivering a positive customer experience
- The ability to handle multiple, competing priorities while maintaining high quality standards.
- Good team player who is willing to learn and grow
- Knowledge and experience working with one or more programming languages
- Experience with Databases and SQL scripting is an added advantage
About Octave
Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle — Design, Build, Operate and Protect — where performance, safety, and reliability are non-negotiable and failure is not an option.
Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.
Octave has approximately 7,200 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.
Why work for Octave?
All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.
Everyone is welcome
At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.