Support Associate

MagicOrange South Africa

About MagicOrange

MagicOrange is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high-growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative software solutions.

Location - Sandton, Gauteng or Durban, KZN

Reports to - Head of Customer Success

Position Summary: 

The Support Associate at MagicOrange is the starting point for graduates to begin their journey in our Customer Success and Delivery organisations. The Support Associate plays a critical role in managing our support desk, ensuring customer satisfaction, and maintaining the efficiency of our service delivery. They will handle customer support tickets, manage adherence to SLAs, and facilitate communication between customers and our team. Additionally, they will assist with activities in our broader Delivery and Customer Success functions. 

Key Responsibilities: 

Support Desk Management: 

• Manage customer support tickets via HubSpot, ensuring timely resolution and adherence to SLAs.

• Provide customers with regular updates on the status of their issues.

• Coordinate with the appropriate team members to resolve customer issues efficiently.

• Analyze support ticket trends to identify common issues and suggest improvements.

• Act as the primary point of contact for customer inquiries and technical support issues.

Customer Engagement: 

• Serve as the first point of contact for customers seeking technical assistance.

• Ensure high levels of customer satisfaction by providing professional and prompt responses.

• Develop a deep understanding of the MagicOrange toolset to provide accurate and insightful support.

Data and Process Analysis: 

• Understand client business processes, gaining a comprehensive understanding of their operational needs.

• Support customers in the execution of their monthly cadence using the MagicOrange toolset.

• Utilize MagicOrange to analyse data, facilitating the delivery of tailored solutions to clients.

Software Configuration: 

• Load customer data into MagicOrange, ensuring accuracy and security of information.

• Assist in configuration of cost models within MagicOrange, aligning with client financial structures and objectives.

• Follow specifications to create detailed end-user reports using Microsoft PowerBI.

Collaboration: 

• Collaborate effectively with fellow consultants, sharing insights and strategies to enhance overall service delivery.

• Participate in team meetings and projects, contributing to a cohesive and supportive consulting environment.

• Assist in generating feedback on the MagicOrange product for internal teams.

Skills and Requirements: 

Essential Skills  

• Ability to manipulate and transform large data sets in a timely and accurate fashion

• Ability to work to a deadline and prioritise and manage workload independently

• Takes the initiative and drives their own deliverables while contributing to a fast-paced deliverable focused team environment

• Capability to quickly understand data, processes and procedures

• Capability to learn new systems and technologies

• Communication and interpersonal skills

Desirable Skills  

• Experience or understanding of Support Desk and ticketing

• Experience of visualization tools such as Microsoft Power BI

• Understanding of activity-based costing and cost allocations

• Basic understanding of IT infrastructure stack

• Experience with Public Cloud (AWS, Azure etc.)

• Understanding of corporate Budgeting and Forecasting process

• Experience of working in technology consulting

Qualifications: 

• Matric

• A relevant Bachelor’s degree in Finance (CA/CMA), Information Systems, Computer Science, Engineering, or equivalent work experience

What we offer: 

• Strong entrepreneurial spirit. The ability to make an impact and see the rewards of your efforts.

• Ongoing training on the latest technologies to aid automation for accountants.

• Be part of a high growth industry and product.

• A challenging career in an innovative company.

• Opportunity to influence, working in an open climate, close to decision makers at large blue-chip enterprise with the possibility to make a difference.

• A competitive remuneration package, with flexible pension options.

Join us at MagicOrange and help shape the future of IT Financial Management and FinOps Software by ensuring our customers achieve the highest levels of satisfaction and success. 

MagicOrange is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace. We value and appreciate the diverse contributions and perspectives of all our employees.