Support Consultant

2 weeks ago

Johannesburg, South Africa SurTech Full time

**SUPPORT CONSULTANT- KONSISE**

**Job Title and Overview**

**Reporting to: Head of Development and Technology**

**Management level of role: This is not a management role**

**Working environment & travel: Remote role. Your own fibre connection will be required. Exceptionally busy, team-orientated environment. This role could require some travel into the office when required. Drivers license and own transport is essential.**

**Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00 (Hybrid)**

**Technical Knowledge and Skills**:

- Perform remote troubleshooting through diagnostic techniques and asking pertinent question
- Determine the best solution based on the issue and details provided by the customer
- Walk the customer through the problem-solving process
- Escalate unresolved issues to the next level of support personnel / development team
- Provide accurate information on products or services
- Manage customer support queries according to Konsise SLAs (response, resolution)
- Record events and problems and their resolution in logs
- Follow-up on queries and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures
- Reporting of helpdesk ticket statuses to the management/services team
- Software installation knowledge
- IT-orientated and technology-savvy
- Must have/show interest in the auditing environment
- Must have strong Database admin skills

**Knowledge**
- Understanding of the Agile process
- Proficiency in analysing features, functions, enhancements and creating test cases to ensure correct functioning
- Understanding of testing fundamentals and principles
- Knowledge of Jira and
- Confluence
- Knowledge of Azure
- Technologies Functions,
- Storage Accounts, Queues Understanding of unstructured databases Working understanding of
- Javascript

**Behavioural Skills & Soft Competencies**
- Customer Responsiveness
- Team Player
- Attention to detail
- Deadline driven
- Accurate
- Conflict handling Skills
- Problem Solving
- Analytical skills
- Results orientated
- Initiative
- Tenacity and Resilience
- Work under pressure
- Ability to work independently and self-manage

**Required Experience**
- 0-2 years technical support experience in an IT environment
- Scripting skills would be beneficial
- Computer literacy with MS office skills (Excel, Word and Power Point)

**Education and Qualification**
- Relevant Computer Science of Programming degree/qualification

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