Pragma is an engineering services company providing enterprise asset management (EAM) solutions and services to asset-intensive industries globally. Their core offerings, delivered as “EAM as a Service,” include consulting, managed services, their proprietary On Key software, and training through the Pragma Academy. This is a leading global engineering company that specializes in physical asset management solutions, helping clients make their equipment and facilities safer, more efficient, and longer-lasting.

Minimum Requirements

• A minimum of 0 – 2 years of relevant working experience.
• A tertiary qualification in a relevant field (BEng / BSc) with a Honours degree.
• Knowledge of software development and cloud hosting.
• Knowledge of product support.
• Technical skills (possibly dabbling with some development in your free time).
• Some form of experience, or passion, in working within a client-centric environment.
• Self-driven and willingness to work in a hybrid home-office setup.

Duties & Responsibilities

• Excite clients with consistent, accurate, and friendly product support.
• Constantly evaluate priorities of incidents and ensure SLAs are met.
• Ensure that the product support processes are well-defined, in place, and adhered to.
• Plan and coordinate deployment of apps with product owners and scrum masters, and communicate these plans with clients.
• Actively assist with reproducing bugs, identifying improvement gaps, and use your experience with dealing with clients to contribute to ideas for design improvements.
• Willingness to learn and capture a growing understanding of the product in a usable and sharable knowledge base.
• Lastly, things will go wrong. When it does, own the problem, constructively drive problem-solving and ensure execution of the plan.