Support Consultant

7 months ago

Cape Town, South Africa RELX Full time

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of

RELX

, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role

The PST Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products. The goal of the PST Support Consultant is to take ownership of our clients’ software problems and resolve them fast and effectively. The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring customer and management satisfaction.

**Responsibilities**:

- Confirming prioritisation of all requests / support interactions, Diagnosing problems and requests, Assisting customers remotely using Team Viewer
- Providing regular feedback to customers on outstanding tickets even if the ticket is escalated
- Resolving and or addressing requests with a minimum number of tickets needing to be escalated to Team Leaders
- Owning the problem / request until it is resolved to the customers satisfaction, Consistently providing customer support that meets Quality standards
- Tickets are recorded accurately, comprehensively and timeously (meeting all QA standards)
- Maintenance of all tickets and support call records (all ticket record requirements are met before being "closed"), Handover to branches where issues requires on site assistance or training
- Keeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.

**Requirements**:

- Strong multitasking skills, Fluent in English
- Excellent troubleshooting and technical skills
- Strong sense of urgency, Able to work under pressure, Flexible, approachable personality
- Confident and friendly, A team player
- Ability to impart knowledge, Quick learner and comfortable in dynamic IT environment
- Methodical and clear-thinking, Positive attitude
- Self-managed, detail-oriented and customer-focused, Good time management skills

**Qualifications**:

- Grade 12/ Matric
- Minimum of 5 years working experience in Conveyancing environment
- Experience working on LexisConvey (advantageous)
- Good working knowledge of Windows, outlook and MS Office (must have good Word skills)
- Excellent telephone manner and communication skills
- Paralegal Certificate advantageous
- A+ and or N+ qualification highly advantageous

External Interactions:

- Law Firms
- LexisNexis Business Software Solutions Customers
- Councils
- Bank users

Internal Interactions:

- PST Team
- Management team
- Production team
- Ops Managers
- Regional staff

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Supp

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