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

About the Role

We are seeking an experienced Support Consultant to join our team at a leading Hospitality Technology Company based in Somerset West. As a Support Consultant, you will provide exceptional first-line telephone and email support to clients, troubleshoot issues, and assist with product implementation and training.

Key Responsibilities

• Answer client queries received via telephone, email, or chat with empathy, professionalism, and accuracy.
• 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 don’t 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 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 A 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

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.)