Cxm Customer Success Support Consultant
6 months ago
**Listing reference**: adapt_000081**Listing status**: Online-
**Position summary**
**Industry**:Telecommunication Services
- **Job category**:Others: IT and Telecommunication**Location**:Midrand
- **Contract**:Permanent**EE position**:No**About our company**
- A provider of leading specialised software and digitally-led business solutions that assist clients across targeted industries.**Introduction**
- We are currently recruiting for a Customer Support Success Consultant for the Telecoms division of Adapt IT.**Job description**Primary Responsibilites for the role**:
- Providing support to users experiencing problems using the software or inquiring how to use specific features
- Make pro-active support calls to ensure that all clients are satisfied.
- Partake in knowledge sharing and procatively inform team leaders and managers of product and client trends.
- Technical troubleshooting and problem solving on 1st and 2nd line level.
- Provide proactive communications in the event of a service degradation or disruption.
- Ensure the resolution of assigned tickets are achieved within their respective business SLAs.
- Prepare and conduct customer training session.
- Compiling and reporting of weekly support statistics to management and team.
- Daily proactive checks on client environments.
- Logging of 3rd line support requests with relevant teams.
- Providing material for weekly mailers to marketing team.
- Extensive testing of UAT and production environments prior to and post software deployments.
- Build strong customer relationships especially with key customer stakeholders.
- Take iniatives in identifying growth oppportunities.
- Responsible for customer retention and identification of renewal opportunities.
- Ensuring proactive engagement and communication with respective internal and external stakeholders in the resolution of issues / tickets as well as escalations.
**Minimum requirements**
- Completed an IT related BTech / BCom / BSc degree or National Diploma(Minimum NQF 6 Level Qualification).
- Excellent academic achievements within the specified qualification(Please note that academic transcripts will be requested).
- Experience in Telecoms an advantage.
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