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EY Catalyst Application Support Specialist

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Core Business Services
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CAP00091 Requisition #
Team: EY Catalyst Product Team
Location: Cape Town, South Africa
Job Rank: Senior Associate
Alignment: CBS
Reports to: EY Catalyst Product Experience Manager


Job Summary:

To provide timely, effective application support to internal and external EY Catalyst customer.


Essential Functions of the Job:
  • Resolve application issues and support requests that originate from internal and external EY Catalyst customers
  • Respond to issues through email, live chat, telephone and in-person
  • Act as single point of contact for customers from first contact through to resolution of their issue
  • Collaborate with customer support peers globally (i.e., helpdesk, infrastructure or development) to resolve problems in an efficient and timely manner and ensure consistent service
  • Conduct investigations/research, collect additional information and accurately document issues for seamless escalation within and between teams
  • Communicate trends to leadership, and suggest innovative solutions to improve customer experience
  • Write product support articles and document FAQs.

 

 

Analytical/Decision Making Responsibilities:
  • Technical troubleshooting of end user reported issues
  • Determining appropriate escalation paths
  • Evaluating alternative courses of action
  • Formulating appropriate responses.
Knowledge and Skills Requirements:
  • Ability to troubleshoot software, hardware and network issues for corporate end-users on multiple platforms such as PC, Mac, PC Tablet, iOS, Android
  • Ability to explain diverse technical topics in easy-to-understand language without jargon
  • Excellent written and spoken English
  • Excellent interpersonal skills
  • Ability to remain calm and maintain a positive, can-do attitude even in stressful situations
  • Self-motivated, proactive, taking ownership of problems through to completion
  • Highly detail orientated
  • Good documentation skills
  • Excellent organizational and time management skills
  • Ability to speak publicly to provide training and presentations when required.

 


Desired technical experience and qualifications:

  • Minimum of 4 years in a technical/application support role.

 


Supervision Responsibilities:
  • The work is largely self-supervised. The individual will work independently and collaborate virtually with peers and others in the broader EY Catalyst team.

 

 


Other Requirements:
  • Overtime will be minimal but the individual will be required to be flexible in working hours, which are likely to fall outside of ‘normal’ hours. This is to ensure 24 hour coverage. Night shift work is not expected but weekend work will be required on a rotational basis.

 

 

 

Job Requirements: 

Education:
  • College/university diploma or equivalent working experience.  
 
Experience:
  • 6 years working in a similar role
  • Experience with Zendesk a plus.

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