Technical Support Consultant

7 days ago

Pretoria, South Africa H2R Africa Full time

Minimum 3 year diploma / degree
- SQL or other DML experience
- Knowledge and experience with XML and HTML file structures
- 3 years + Work Experience in an IT Applications Support Environment
- Logical thinking with an attention to detail
- MS Office (specifically Advanced Excel, Project, PowerPoint & Visio)
- Support / call centre experience
- Knowing about project and portfolio management software would be an advantage
- Customer-focused, detail-oriented support consultant that will be expected to provide first and second tier user support to clients and partners.
We not only need a critical thinker to solve problems but also a creative thinker to support internal and external ideation
- You need to be super-organised and able to plan and prioritise. Lots of projects will run simultaneously and you need to keep on top of things while being stress tolerant
- We need a great communicator both verbal and written. The more persuasive the better. Guiding clients toward accomplishing their goals is a key measurement.
- Like any good relationship, trust is important. Your clients need to trust you with their problems and we need to trust that youll sort them out. This requires learning the details of the problem, designing a solution, testing the concepts, and leading them to success.
- Patience to work with the clients and theirs users to help them get to grips with our software is of utmost importance so you may be called upon to exercise your facilitation and presentation abilities.
- If you have knowledge about, PPO and SaaS, thats a bonus.
- Provide written and verbal user support to Project Portfolio Office (PPO) clients
- Coordinate and manage all support activities (first, second and third line) aiming for rapid resolution
- Manage user satisfaction and expectations
- Designing, implementing and conducting training on sustainable solutions (including the use of our API)
- Liaise with internal/external DevOps teams
- Assist in marketing drives and initiatives through your interaction with users
- Provide support on a wide variety on internal projects

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