Client Support Administrator

6 months ago

Cape Town, South Africa Crisis24 Full time

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work - and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?

Position Overview
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.

**Essential Job Duties/Responsibilities**:

- 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

**Experience, Functional and Technical Requirements**:

- Minimum of 2 years experience working in a client-facing role
- Previous work or travel overseas may be an advantage

**Skills/Abilities**:

- Efficient troubleshooting and problem-solving skills. Applies critical thinking, the 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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