Support Consultant

2 weeks ago

Pretoria, Gauteng, South Africa Silk Road Consulting (Pty) Ltd Full time

Duties Include:

  • First point of contact in dealing with support queries via named contacts at customer sites.
  • Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration and client satisfaction survey completions.
  • Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client's day to day to communicate accordingly and showing empathy toward the client's situation.
  • Ability to troubleshoot technical and product issues providing clear explanations on how to resolve client issues in a timesensitive environment with a focus on providing superior service.
  • Ability to multitask and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
  • Identify client requests from issues, questions, recommendations, change order and product enhancement to engage TMS internal team and help the client receive the expected service.
  • Manage complex client requests specifically regarding technical issues.
  • Participate in connectivity projects and migrations including bank connections and third parties' integration to our clients.
  • Develop knowledge on the system solution to provide expertise in analysis, resolutions, explanations, and recommendations.
  • Identify gaps and provide recommendations on existing monitoring to mitigate risks.

Education and Experience:

  • BCom Business / Finance / Accounting or Computer Science or relevant technical work experience.
  • Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), inhouse banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a required.
  • Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required.
  • Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS.
  • Handson experience with Internet products and technologies.
  • Familiar with cloud based service (SaaS) deployment and support.

Skills:

  • Excellent interpersonal and customer care skills.
  • Ability to deal with difficult callers and to work calmly and professionally under pressure.
  • Logical approach to troubleshooting including good analytical and problem solving skills.
  • Good accurate record keeping abilities detail oriented.
  • 35 years of experience in a support role is a plus.
  • Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus.
  • Comfortable in the dynamic atmosphere of a FinTech organization with a rapidly expanding customer base.

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