Client Support Agent

2 weeks ago

Irene, South Africa Pillangó Placements Full time

We require a Client Support Agent to handle the daily system and client support requests on the trading platform. This role requires interaction with the support team, development team and internal and external clients. The role is expected to build and maintain trusting relationships and thus requires a person who can interact with users and clients with utmost professionalism and have strong problem-solving skills.

**Key Outputs**:

- Be available for support calls from our external and internal users
- Respond, log, follow up and resolve support tickets within the Service Level Agreement times
- Escalate requests to either the support lead, product owner or the development team when needed and follow up on these items to ensure client delight
- Build system and product knowledge and expertise
- User acceptance testing for system deployments
- User training for old and new users of the trading platform
- Customer and user setup and profile maintenance
- Assist customers with report queries
- Support, train and guide on-site support personnel
- Be willing to occasionally travel to the relative market and client sites
- Be willing to work overtime as and when needed
- Build trusting relationships with clients (internal and external)
- General administration

**Personal Attributes and Skills**:

- Excellent verbal and written communication and interpersonal skills
- Adapts to the team and works well in team environment
- Easily establishes good relationships with colleagues and internal and external clients
- Focuses on customer needs and satisfaction
- Excellent problem-solving skills with the ability to take initiative when an issue emerges
- Strong reporting skills
- Works productively in a high-pressure environment while maintaining extreme attention to detail
- Develops job and product knowledge and expertise through continual professional development
- Demonstrates an understanding of how an issue might affect other parts of a larger system

**Qualifications and Experience**:

- Matric
- Strong computer literacy (MS Office Suite - especially Excel)
- Some experience with Microsoft SQL Server, specifically T-SQL, preferred.
- Basic understanding of Accounting Principles, preferred.

**NB Applicants - Please Note**:

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