Support Consultant

2 weeks ago

Pretoria, South Africa Silk Road Consulting (Pty) Ltd Full time

**Duties Include**:

- First point of contact in dealing with support queries via named contacts at customer sites.
- Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration and client satisfaction survey completions.
- Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day to communicate accordingly and showing empathy toward the client’s situation.
- Ability to troubleshoot technical and product issues providing clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service.
- Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
- Identify client requests from issues, questions, recommendations, change order and product enhancement to engage TMS internal team and help the client receive the expected service.
- Manage complex client requests specifically regarding technical issues.
- Participate in connectivity projects and migrations including bank connections and third parties’ integration to our clients.
- Develop knowledge on the system solution to provide expertise in analysis, resolutions, explanations, and recommendations.
- Identify gaps and provide recommendations on existing monitoring to mitigate risks.

**Education and Experience**:

- BCom Business / Finance / Accounting or Computer Science or relevant technical work experience.
- Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a required.
- Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required.
- Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS.
- Hands-on experience with Internet products and technologies.
- Familiar with cloud based service (SaaS) deployment and support.

**Skills**:

- Excellent interpersonal and customer care skills.
- Ability to deal with difficult callers and to work calmly and professionally under pressure.
- Logical approach to troubleshooting including good analytical and problem solving skills.
- Good accurate record keeping abilities - detail oriented.
- 3-5 years of experience in a support role is a plus.
- Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus.
- Comfortable in the dynamic atmosphere of a FinTech organization with a rapidly expanding customer base.

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