Business Support Coordinator

1 month ago

Johannesburg, South Africa Control Risks Full time

The DTS (Digital Technology Solutions) Business Support Coordinator will play an integral role in orchestrating the responsiveness of DTS to external client requests on key products and tools including MyControlRisks.

This role focuses clearly on ensuring efficient management of client onboarding, resolving client access or other technical issues and providing direct hands-on support, wherever possible, to ensure an excellent user experience.
The role also extends to creating user guides and training material for key products and working closely with the team to ensure that features are tested prior to release

**Role tasks and responsibilities**: Managing issues
- Proactively manage the ticket queue for clients using key DTS products including, but not limited to, MyControlRisks.
- Resolve, where possible, simple issues and ensure that more complex issues are passed to the correct teams.
- Ensure clear communication back to clients and internal stakeholders on any issues relating to the products under this remit.

**Managing client feedback process and analysis**
- Drive the collection process for feedback, creating and managing the processes to which information is captured from all avenues (clients, trialists, account teams, other departments)
- Capture information in a systematic way, analysing the findings, communicating it to the content and product team and presenting relevant findings to the sales team
- Make all relevant feedback accessible to the department and also wider business. Enhancing internal relationships and knowledge sharing.
- Product development
- Support requirement gathering and refinement, pulling together user journeys and use cases etc.
- Visualise and communicate expected deliverables back to the product team.
- Support on testing, co ordinating team members when required to support testing.
- Support in the creation of user guides, training material and documenting system processes and changes
- Ability to problem solve and scope client needs, triaging client requests to the relevant stakeholder.
- Strong communication skills with internal and external stakeholders.
- The ability to manage small tasks on a regular basis
- Proven client support experience with an emphasis on responsiveness
- Excellent organisational skills with effective prioritization and to manage numerous tasks while meeting deadlines.
- Experience with requirements gathering, documenting and refinement would be an advantage
- Experience of working in a team, with a range of people in different departments and across multiple time zones.

**Requirements**:
**Who you are**: Solutions Focused:

- Owns problems, identifies and works with the right people to solve problems quickly within own remit and wider teams.
- Constantly seeks innovative ways to improve services we offer to our clients.
- Implements plans to ensure revenue objectives are achieved or exceeded; focuses on delivery.
- Shows and encourages a determination of achieve high standards.

Client centric:

- Uses own and wider knowledge and contributes to others to enable and make sound judgements which impact clients and team.
- Anticipates the client needs and addresses these.
- Provides the best possible service to our clients, ensuring the client is at the heart of everything we do.
- Builds strong relationships, through common goals, individual contribution and support in times of need.
- Considers the regional and global implications of what we do in our own areas of responsibility or team/ department.

Personal effectiveness:

- Plans and organises workload of own and others, and suggests priorities as necessary
- Operates effectively and with resilience in changing or ambiguous situations, contributes to changing environments, and actively assists those around them to adapt.

**Benefits**
- Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
- We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
- Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.

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