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

April 8, 2026 Jobs in Cape Peninsula

Phoenix Recruitment

Cape Town Region

IT / Computing / Software

Job Description

About the Role

We are seeking an experienced Support Consultant to join our team in Somerset West, providing top-notch support to our hospitality technology clients. As a key member of our support team, you will be responsible for delivering exceptional client service, troubleshooting issues, and collaborating with colleagues to drive business growth.

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 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.

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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

None specified

Salary & Benefits

Not applicable

How to Apply

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

About IT / Computing / Software Jobs in Cape Town Region

The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.

In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.

Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.

The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.

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For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.

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

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