Somerset West: Support Consultant (Hospitality Tech) – Somerset West posted by HotelJobs

March 21, 2026 Jobs in Somerset West

HotelJobs

Western Cape

Other IT/Computer

Job Description

About the Role

We are seeking an experienced Support Consultant to join our team in Somerset West, providing first-line telephone and email support to our hospitality clients. As a key member of our support team, you will be responsible for resolving client issues, assisting with training and product implementation, and coordinating software upgrades and maintenance.

Key Responsibilities

Answer client queries received via telephone, email, or chat with empathy, professionalism and as accurately as possible.
Actively listen to the client and ask in-depth questions to identify the root cause of the problem.
Assist with the support group email box to help with capacity.
Use internal systems, best practice processes (navigating between systems) and the knowledge base to provide accurate answers to timely first-call resolution.
Identify repeating patterns or problems and escalate those to your manager quickly so that we can provide a remedy.
Transfer any calls/emails received to staff members in other teams if you cannot find the answers and dont know how to deal with the question.
Escalate unresolved issues to a team leader (appropriate team) while maintaining client communication throughout the process.
Assist (when needed) in training clients 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 ensure consistency and professionalism.
Test new system functionalities or updates from a clients 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 that would be expected of a consultant during normal office hours.

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Requirements

Grade 12 A hospitality background
Strong communication and problem-solving skills
Proficiency in MS Office and familiarity with Microsoft SQL
Basic knowledge of network infrastructure, cloud configuration, HTML, and hardware setups
A strong customer-first mindset
Ownership and accountabilityseeing things through to completion
Team players who support and uplift those around them
Curiosity and a willingness to learn and improve continuously
Attention to detail and structured ways of working

Qualifications

None specified.

Salary & Benefits

Not applicable.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Other IT/Computer Jobs in Western Cape

The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.

The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.

The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.

To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.

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Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.

Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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