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 ******
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