Junior Support Consultant

Our company is the sole distributor of the premier management information software within the education sector in Southern Africa.

This is a dynamic role where you will be responsible for providing online and telephonic support for this software. At times you will be required to provide onsite training. You will ensure client issues are responded to in a timely and accurate manner, through a ticketing system, accurately monitoring and logging issues and communication, and escalating where necessary.

Confidence and assertiveness are vital. An applicant for this position will need to be proactive, a problem solver and have an eye for detail while being able to deal with all personality types. Communicating remotely with principals, business managers and IT professionals, you must be adept at identifying technical solutions and communicating those solutions clearly to clients. This is an excellent opportunity for a determined support consultant, who is passionate about providing an outstanding support service.

If you are a team player and quick learner with lots of initiative who is looking for a new challenge with an evolving entrepreneurial organisation, we would love to hear from you.

**Position**:
Junior Support consultant

**Reports to**:
Client support manager

**Salary**:
R18,000 - R20,000 p.m. Cost to company

**Contract type**:
Permanent

**Work Type**

Office based in Durban.

**Drivers licence**

Required and own business-insured transport for site visits

**Laptop/telephone**

Laptop and smartphone responsibility of employee to provide

**Key purpose of the position**

To provide support to new and existing clients, on queries or issues they may be experiencing. Testing and working closely with development to quality assure new developments and covering training of this to client champions.

Understanding, implementing and completing SA-SAMS based submissions for clients, as well as assissting with troubleshooting on System set-up required for this process.

The position also involves close interaction internally with management as well as the development team to help convey the client’s needs and turn that into tasks that developers can work from.

**Key responsibilities and accountabilities**

**Support**
- Deal directly with clients either by telephone, on-line or face to face
- Respond promptly to clients’ enquiries and, handle and resolve client’s complaints
- Obtain and evaluate all relevant information to handle product and service enquiries
- Install, review and manage the Entimex SASAMS Sync process.
- Assist with and complete required submissions to the Department of Basic Education’s requirements.
- Organise workflow to meet clients’ timeframes
- Log all of your work, including client interactions, recording details of actions taken, in EMS / CRM on a daily basis using SUPERTRACK
- Maintain client’s data in EMS / CRM
- Follow up on client interactions
- Provide feedback on the efficiency of the client service process

**Product development**
- Undertake software testing as part of the development release cycle

**ICT development**
- Work closely with software development teams to feed in product requirements and contribute to the future development roadmap

**Teamwork**
- Demonstrate ability to interact and cooperate with all team members regardless of work location, using systemized communication methods to minimize impact of remote working throughout the team.
- Contribute towards the motivation and support of all participating staff members, creating an environment in which clear and consistent communication is key using appropriate tone and approach.
- Ensure that company communication and design banding guidelines are followed with both internal and external communication to create a professional environment and impression to both staff and clients.
- Ensure work is conducted within the context of the overall governance and management of company’s annual plan and long-term strategy.
- Adhere to all company policies, procedures, and business ethics codes.
- Set examples for others in the team in areas of personal character, commitment, organizational and work habits.
- Ensure all work is recorded accurately in the company CRM daily and evaluated accordingly

**Personal specification**

**Qualifications**

Matriculation + relevant tertiary qualification (IT, Education, Help Desk Support etc.)

**Experience and knowledge**

Minimum 2 -5 years of experience in software support service delivery

Experience working with EMIS, LURITS or SA-SAMS

**Skills**

**Industry specific**

Passion for making a difference in the education sector

**Communication**

Ability to understand a client’s business processes and communicate changes

Ability to build and maintain relationships with clients and team members

Excellent communication skills, both written and verbal

Ability to convey information to both a technical and non-technical audience

Solid ability to collaborate, infl