Cape Town: Senior Support Consultant (SharePoint Online, Microsoft 365 & Power Automate) (CPT Hybrid) posted by DataFin Recruitment

About the Role

We are seeking a Senior Support Consultant to join our team as a technical authority and trusted advisor to customers and internal teams. As a key member of our support function, you will be responsible for resolving complex issues, driving customer outcomes, influencing product improvements, and elevating the capability of the support function.

Key Responsibilities

• Own and resolve complex, high-impact customer incidents across core products and integrations.
• Provide confident, consultative guidance to customers on best practices, architecture, and usage.
• Act as a strong customer advocate by capturing, contextualizing, and prioritizing customer feedback and feature requests, while actively collaborating with Product, Engineering, Platform Services or other internal teams to ensure alignment and drive the best possible customer and business outcomes.

• Own SLA compliance for assigned cases, including accurate logging, classification, updates, and timely resolution of tickets.
• Act as a role model for SLA adherence, ticket quality, and system hygiene within the Support team.
• Support continuous improvement of SLA performance through root cause analysis, trend identification, and preventative actions.

• Serve as a trusted advisor to customers by delivering service and communication that is professional, accurate, confident, and outcome-focused, particularly in complex or high-impact situations.
• Lead and deliver advanced, product-specific training and guidance post-onboarding for customers requiring deeper technical or workflow expertise.
• Act as a strong customer advocate by capturing, contextualizing, and prioritizing customer feedback and feature requests, and representing these effectively to Product and Engineering teams.

• Own and participate in on-call rotations and standby schedules, providing senior-level support coverage during customer business hours where required.
• Act as an escalation point for time-sensitive or high-risk issues, ensuring they are managed proactively, resolved effectively, and communicated clearly.
• Lead or oversee smoke testing during standard and custom deployments to identify and mitigate risks prior to customer go-live.

• Support leadership to proactively identify risks to adoption, satisfaction, or retention.
• Contribute to improved customer outcomes through preventative support, guidance, and early intervention.
• Represent the customer perspective in internal discussions, particularly for product and process improvements.

• Act as a subject matter expert on SharePoint Online configuration and architecture, advising internal stakeholders on optimal setup, permissions, and usage patterns to support scalable and reliable implementations.
• Lead or oversee complex document and template updates, ensuring quality, consistency, and adherence to platform standards.
• Support internal teams by sharing expertise, standards, and patterns rather than performing repeatable low-value configuration tasks.

• Mentor and coach Support Consultants through case reviews, knowledge sharing, and informal guidance.
• Raise technical and service quality standards across the team through example and collaboration.
• Support continuous improvement of troubleshooting approaches, playbooks, and documentation.

Requirements

• Relevant tertiary qualification or equivalent industry experience.
• 57 years experience in SaaS product support, technical consulting, or a similar role.
• 4+ Years experience with SharePoint Online, Microsoft 365, and Power Automate.
• Strong understanding of SaaS architecture, integrations, workflows, and cloud-based deployments.
• Previous experience acting as a technical lead or senior escalation point (beneficial).
• Excellent written and verbal communication skills, including high-stakes customer communication.
• Drivers licence and own transport.

Qualifications

No formal qualifications are required for this role.