Product Specialist (Palbroker)

My client based in Durbanville is currently looking for a Product Specialist (Palbroker) to join their team on a permanent basis.
IT / FINANCE
Qualifications & Experience

• Diploma or Certificate in Information Technology, Logistics, Supply Chain, or a related field
• 1-3 years' experience in software/application support or logistics software
• Experience or understanding of export operations is advantageous (training will be provided)
  

Responsibilities

• Serve as the first point of contact for system-related queries via email, phone, or chat
• Troubleshoot and resolve user issues, escalating when necessary
• Manage helpdesk ticket queues and ensure service levels (SLAs) are met
• Collaborate with developers, QA, and product teams to resolve complex issues
• Take ownership of assigned helpdesk calls until resolution
• Create and maintain user manuals, SOPs, and internal knowledge base documents
• Conduct onboarding and training sessions for new users (remote and in-person)
• Deliver refresher training to active users when needed. (Occasional travel required
• Gather user feedback to identify system or process enhancements
• Participate in user acceptance testing (UAT) before new software releases
• Contribute ideas for improving user experience and support processes
• Ensure system processes align with export regulations and compliance standards
• Assist during audits and prepare relevant documentation
• Support deployments, installations, and upgrades of export software
  

Competency

• Experience with helpdesk/ticketing tools (e.g., Jira, Freshdesk)
• Basic understanding of SQL or data querying
• Familiarity with logistics/export software or systems integration
• Strong analytical, problem-solving, and communication skills
• Excellent time management and ability to handle multiple priorities
• Customer-centric, proactive, and team-oriented attitude
• Works well under pressure while maintaining a professional approach
• Understanding of export processes and compliance requirements
• Strong communicator and relationship builder
• Detail-oriented and self-motivated
• Positive, solutions-focused, and adaptable
• Willingness to travel occasionally for client training or support
• Passionate about technology and continuous improvement
  

If you are ready for the next exciting step in your career, and would like to apply, please send us your updated CV to review.
Desired Skills

• SQL
• Jira
• Freshdesk