Somerset West: Support Consultant

About the Role

As a Support Consultant in our Somerset West office, you will be the primary point of contact for clients seeking assistance with our products and services. You will provide empathetic and professional support via telephone, email, or chat, actively listening to client concerns and working to resolve issues efficiently.

Key Responsibilities

• Answer client queries received via telephone, email, or chat with empathy, professionalism, and accuracy.
• Actively listen to clients and ask in-depth questions to identify the root cause of problems.
• Assist with the support group email box to help manage capacity.
• Utilize internal systems, best practice processes, and knowledge base to provide accurate answers to timely first-call resolution.
• Identify repeating patterns or problems and escalate them to your manager quickly for resolution.
• Transfer calls/emails received to staff members in other teams if necessary.
• Escalate unresolved issues to a team leader while maintaining client communication throughout the process.
• Assist clients with training on product usage to ensure they fully benefit from our solutions.
• Provide feedback to your manager regarding areas where additional training might be beneficial for you.
• Collaborate with colleagues and other teams to share knowledge and ensure consistent service.
• Use approved email templates for client communication to maintain consistency and professionalism.
• Test new system functionalities or updates from a client’s perspective when needed.
• Gather information and report bugs or system issues to the technical team for further investigation.
• Assist with specific projects as needed and report on goals related to these projects.
• Provide after-hours phone and WhatsApp support on a rotational basis, maintaining the same standard of support expected during normal office hours.

Requirements

• Grade 12 certificate
• Hospitality background
• Strong communication and problem-solving skills
• Proficiency in MS Office
• Familiarity with Microsoft SQL
• Basic knowledge of network infrastructure, cloud configuration, HTML, and hardware setups

Qualifications

None specified

Salary & Benefits

Not applicable