Support consultant

SUPPORT CONSULTANT- KONSISE

Job Title and Overview

A software consultant is responsible for providing expert advice and assistance to our clients to help them with any queries relating to our software solution. They work with clients via phone and email to timeously assist with their queries and to give feedback and guidance. This role is ideal for a degreed individual with a keen interest in Software and bilingual.

Reporting to: Head of Development and Technology

Management level of role: This is not a management role

Working environment & travel: Remote role. Your own fibre connection will be required. Exceptionally busy, team-orientated environment. This role could require some travel into the office when required. Drivers license and own transport is essential.

Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00 (Hybrid)

Technical Knowledge and Skills:

Provide technical support and assistance to customers either via the phone or email

Provide first point of contact for customer queries logged via phone or email

Perform remote troubleshooting through diagnostic techniques and asking pertinent question

Determine the best solution based on the issue and details provided by the customer

Walk the customer through the problem-solving process

Escalate unresolved issues to the next level of support personnel / development team

Provide accurate information on products or services

Manage customer support queries according to Konsise SLAs (response, resolution)

Record events and problems and their resolution in logs

Follow-up on queries and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures

Reporting of helpdesk ticket statuses to the management/services team

Technical troubleshooting skills Operating System and 3rd party applications

Software installation knowledge

IT-orientated and technology-savvy

Must have/show interest in the auditing environment

Must have strong Database admin skills

Have ERP applications support experience as well as scripting skills

Knowledge

Understanding of the Agile process

Proficiency in analysing features, functions, enhancements and creating test cases to ensure correct functioning

Understanding of testing fundamentals and principles

Knowledge of Jira and

Confluence

Knowledge of Azure

Technologies Functions,

Storage Accounts, Queues Understanding of unstructured databases Working understanding of

Javascript

Behavioural Skills & Soft Competencies

Customer Responsiveness

Team Player

Attention to detail

Deadline driven

Accurate

Conflict handling Skills

Problem Solving

Analytical skills

Results orientated

Initiative

Tenacity and Resilience

Work under pressure

Ability to work independently and self-manage

Required Experience

0-2 years technical support experience in an IT environment

Scripting skills would be beneficial

Computer literacy with MS office skills (Excel, Word and Power Point)

Education and Qualification

Relevant Computer Science of Programming degree/qualification

For more information, or any questions contact Tamsin Jatho,