October 17, 2024

SurTech

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 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