Client Support Consultant (Konsise)

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 as 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. Drivers license and own transport is essential.

Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 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 question
• 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 Operating System 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 an SaaS environment
• Scripting skills would be beneficial
• Computer literacy with MS office skills (Excel, Word and Power Point)

Education and Qualification

• BSc or BCom degree.

For more information, or any questions contact Tamsin Jatho

careers@surtech.co.za