Job Title and Overview
The Support Consultant is responsible for providing first and second-line support to clients using the Diligent One platform. The role focuses on resolving client issues, assisting with platform configuration, and administration, troubleshooting technical and functional problems, and ensuring a high level of customer satisfaction through timely and professional support.
The Support Consultant acts as a trusted advisor to clients, helping them maximize the value of their Diligent One investment while maintaining agreed service levels and support standards.
Reason for vacancy:
Team expansion
Reporting to:
Head of Services/Technical Solutions Lead
Management level of role:
This is not a management role
Working environment & travel:
Team-orientated environment.
Working hours:
Remote Role: 08:00 to 17:00pm
Key Responsibilities
- Client Support:
- Respond to client support requests via email, phone, and virtual meetings.
- Investigate, troubleshoot, and resolve functional and technical issues within the Diligent One platform.
- Provide timely updates and communication to clients regarding issue status and resolution.
- Escalate complex issues to senior consultants, implementation specialists, or Diligent support teams where required.
- Ensure support tickets are managed in accordance with agreed SLAs.
- Platform Administration and Configuration:
- Assist clients with user administration, security roles, permissions, workflows, and system configurations within Diligent One.
- Perform basic data imports, exports, and script maintenance activities where applicable.
- Technical Support & Troubleshooting:
- Diagnose and resolve platform, integration, and data-related issues.
- Provide technical support post implementation.
- Stakeholder Engagement:
- Build and maintain positive relationships with clients.
- Provide guidance on best practices and platform utilization.
- Documentation & Knowledge Management:
- Document support cases, resolutions, and troubleshooting steps.
- Contribute to internal knowledge bases and support documentation.
- Create user guides, FAQs, and training materials.
- Maintain accurate records of client interactions and system changes.
Required Skills and Experience
Qualifications
- Bachelor's degree in computer science, Information Technology, or related discipline.
Professional Experience
- 2–5 years of experience in software application support, customer support, or consulting.
- Experience supporting SaaS platforms and enterprise applications.
- Strong troubleshooting and problem-solving skills with the ability to analyse logs, errors, and connection issues.
- Experience working with Governance, Risk, Compliance (GRC), Internal Audit, Risk Management, or Compliance solutions is advantageous.
- Experience supporting Diligent One, ACL Robotics, Audit Management, Risk Management, Compliance Management, or related solutions is highly desirable.
Technical Knowledge
- Strong understanding of SaaS application support.
- Experience with data sources such as SQL Server, Oracle, PostgreSQL or cloud-based databases.
- Proficiency in scripting languages such as Python or SQL.
- Knowledge of network security concepts (firewalls, ports, certificates, encryption, and authentication methods.
- ERP backend knowledge.
- Experience with AI
- Windows server and cloud deployment environments
Behavioural Skills & Soft Competencies
- Strong work ethic with a commitment to excellence, accuracy, and attention to detail.
- Customer-focused with the ability to deliver exceptional service, transfer knowledge effectively, and conduct one-on-one training sessions.
- Able to perform effectively under pressure and meet strict deadlines while maintaining quality standards.
- Capable of working independently, self-managing tasks, and remaining focused in demanding environments.
- Adaptable and able to prioritise tasks effectively in response to changing business needs.
- Proactive self-starter with the ability to identify and mitigate project risks to support successful delivery.
Interested parties can send their CV to tamsinj@surtech.co.za
