Client Support Administrator

6 months ago

Cape Town, South Africa Crisis24 Full time

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment.

Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

Who We Are Looking For

The Client Support Administrator is responsible for delivering the best service experience (analyses, troubleshoots and finds resolutions) to Crisis24 customers. You will be responsible for the management and timely resolution of support requests that are logged and tracked via a ticket queue and/or through direct interaction with the client. This position will have tools available to troubleshoot and resolve the most common problems with the ability to escalate to other tiers for assistance.
An interest in worldwide events will be advantageous.

What You Will Work On
- Provides first line support to Crisis24 clients in a timely and efficient manner.
- Provides information, guidance and/or navigation of Crisis24's client facing systems and apps.
- Resolves or escalates issues internally in accordance with approved escalation processes, to the appropriate group.
- Recognizes patterns and common issues and shares them with the team to enhance the team's progressive training and knowledge.
- Documents efforts and resolutions in Crisis24's ticketing system.
- Protects client confidentiality and Personally Identifiable Information (PII), adhering to applicable information security procedures and policies.
- Required to work shifts in a 24/7/365 environment with shifts allocated at the company's discretion.

Who You Will Work With

You will become a valued member of the Customer Services team within Crisis24's Customer Success division, reporting into the Customer Service Supervisor. In supporting Crisis24's global client base, you will be collaborating regularly with the wider company, including Global Intelligence, Account Management, Technical Operations, Implementations and Business Integration teams to name a few.

What You Will Bring
- Minimum of 2 years' experience working in a client-facing role
- Previous work or travel overseas may be an advantage.
- Efficient troubleshooting and problem-solving skills. Applies critical thinking, ability to skillfully analyze and evaluate.
- Excellent communication skills. Ability to convey information and instructions, both verbally and in writing; clearly, confidently, and concisely.
- Attention to detail is a must.
- Fluent in the English language - written and verbal.
- Fluency and/or good command of French can be advantageous.
- Ability to multitask, organize, and document.
- Self-starter. Proactive and able to find and complete meaningful tasks in the absence of client demand and without management directive.
- Ability to collaborate effectively and work as part of a team yet have effectiveness to function when on own
- Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand.
- Flexible and able to adapt to change.
- Displays trust, loyalty, and integrity.

Information Security
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

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