Customer Support Consultant

1 week ago

Pretoria, South Africa CLS Human Capital Specialists Full time

**CUSTOMER SUPPORT CONSULTANT**
**Introduction**
An educational software company located in Pretoria East is seeking to employ an organised
and detail-orientated Customer Support Consultant to join their team.

**Job Purpose**
Assist the Value Added Services division in the Customer Success department to ensure client
satisfaction by implementing specialised projects.

**Requirements**:
**Minimum education (essential)**:

- Matric

**Minimum education (desirable)**:

- Certificate in Administration

**Minimum applicable experience (years)**:

- None

**Required nature of experience**:

- Data Capturing
- Client Engagement
- Administration

**Skills and Knowledge (essential)**:

- Remote Technical Support
- MS Office

**Skills and Knowledge (desirable)**:

- Education and/or School Compliance and Operations
- SA-SAMS System
- Valistractor Software
- GDE Extractor Tool
- Winzip/Winrar
- Plus and Smart Systems
- Google for Business
- Basic technical support skills
- Basic understanding of network setup
- Basic understanding of software installation
- Basic understanding of MS Access Databases

**Competencies**
**Essential Competencies**:

- Examining Information
- Showing Composure
- Embracing Change
- Understanding People
- Meeting Timescales
- Following Procedures
- Producing Output
- Taking Action

**Important Competencies**:

- Interpreting Data
- Developing Expertise
- Adopting Practical Approaches
- Establishing Rapport
- Making Decisions
- Resolving Conflict
- Thinking Positively
- Inviting Feedback
- Team Working
- Valuing Individuals
- Checking Things
- Pursuing Goals

**Key Performance Areas, Weights and Objectives**
**Client Engagement 30%**:

- Provide enrichment support on relevant platforms and third-party platforms.
- Provide accurate communication on client queries.
- Provide professional and accurate telephonic and written support.
- Proactive decision making and feedback regarding client queries.
- Assist with and resolve problematic areas with regards to submissions.
- Ensure that a professional image of the company is represented.

**Projects 50%**:

- Ensure that all relevant administration for projects are completed accurately on a timely

manner.
- Assist with successful completion of projects.
- Ensure that project is maintained while awaiting development.
- Meet project deadlines.
- Capture data accurately.

**Training and Consultation 15%**:

- Assist with coordination of enrichment workshop training. (70%)
- Present training as and when required. (15%)
- Provide consultations as and when required. (15%)

**Initiative Development 5%**:

- Detect issues and investigate ways to resolve them.
- Assist with creation and maintenance of enrichment documents, manuals and training.
- Conduct market research and identify new opportunities for revenue generation and client

satisfaction.
**Salary offered**
Market related (Laptop will be provided)

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