Client Support Consultant

Client Support Consultant (Konsise)

Job Title and Overview

A client support consultant is responsible for providing expert advice and assistance to our clients to help them with any queries relating to our software solution. They work with clients via phone and email to timeously assist with their queries and to give feedback and guidance. This role is ideal for a degreed individual with a keen interest in Software and is bilingual.

Reporting to: Head of Development and Technology

Management level of role: This is not a management role

Working environment & travel: Remote role. Your own fibre connection will be required. Exceptionally busy, team-orientated environment. This role could require some travel into the office when required. Driver's license and own transport is essential.

Working hours: 07h30 - 16h00 or 08h00 - 16h30 or 08h30 - 17h00 (Hybrid)

Technical Knowledge and Skills:

• Provide support and assistance to customers either via the phone or email
• Provide first point of contact for customer queries logged via phone or email
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details provided by the customer
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support personnel / development team
• Provide accurate information on products or services
• Manage customer support queries according to Konsise SLAs (response, resolution)
• Record events and problems and their resolution in logs
• Follow-up on queries and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Reporting of helpdesk ticket statuses to the management/services team
• Technical troubleshooting skills in Operating Systems and 3rd party applications
• Software installation knowledge
• IT-orientated and technology-savvy
• Must have/show interest in the auditing environment
• Must have great attention to detail
• Have exposure to an ERP application

Knowledge:

• Understanding of the Agile process
• Database or software development exposure is a plus
• Accounting systems or tax application exposure

Behavioural Skills & Soft Competencies:

• Customer Responsiveness
• Team Player
• Attention to detail
• Deadline driven
• Accurate
• Conflict handling skills
• Problem Solving
• Analytical skills
• Results orientated
• Initiative
• Tenacity and Resilience
• Work under pressure
• Ability to work independently and self-manage
• Bilingual

Required Experience:

• 0-2 years client support experience in a SaaS environment
• Scripting skills would be beneficial
• Computer literacy with MS Office skills (Excel, Word, and PowerPoint)

Education and Qualification:

• BSc or BCom degree.

For more information, or any questions contact Tamsin Jatho at careers@surtech.co.za