Support Consultant

4 weeks ago

Johannesburg, South Africa SurTech Full time

**Support Consultant**

Looking at spending your days providing technical support and troubleshooting client difficulties?

We create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

If you are intense about technology and like to exceed all expectations, you have come to the right place.

Reason for vacancy: Newly created

Reporting to: Head of Services and Technical Manager

Management level of role: This is not a management role

Working environment & travel: Fast-paced, dynamic office environment. The role is office based with some ad-hoc travel required.

Working hours: 8:30am to 17:00pm. Overtime will be required

**Key deliverables**
- Ensure excellent quality of stakeholder engagement, and client relationships.
- Provide word-class support services to our clients and meet SLAs
- Resolve issues and adhere to response time.
- Take ownership of the support case and follow through until case is closed
- Ensure customer satisfaction in resolving their queries
- Continuous learning is encouraged through Knowledge Base articles and quarterly case reports

**Technical knowledge, skills & abilities**
- Software installation knowledge
- IT-orientated and technology-savvy
- Must have/show interest in the auditing environment
- Must have strong Database admin skills

**Behavioural, soft competencies & skills**
- Strong work ethic
- Attention to detail and a passion for accuracy
- Aptitude to learn new software quickly
- Desire to exceed customer expectations
- Ability to work under pressure and strict deadlines
- Ability to work independently and self-manage
- Ability to prioritize and remain focused on the job at hand
- Ability to take direction
- Display professional business etiquette
- Ability to clearly communicate and manage client expectations
- Excellent ability to develop strong client and stakeholder relationships.
- Self-starter who is pro-active and can both identify project risks and address these successfully

**Education & qualifications**
- Completed BSc in IT / Information Systems or similar tertiary qualification
- ACDA Certification (desirable requirement)

**Details of experience**
- 2 years technical support experience in an IT environment
- 1 year data analytics solution experience
- Scripting skills
- Computer literacy with MS office skills (Excel, Word and Power Point)
- A+ and N+ highly desirable

**What would make the applicate successful in the role?**
- Increasingly work independently
- Ability to converse with customers around their functional requirements
- Achieving good customer feedback
- Absolute thoroughness and attention to detail
- Independent, relaxed, high pressure, project driven environment
- Can name more than three Star Wars characters

**We are committed to employing based solely on MERIT, irrelevant of gender, religion or race

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