The RubiBlue Support Consultant is a highly professional, experienced, and driven consultant who takes initiative and is a team player who loves being of service and producing exceptional quality work.
What does a Support Consultant Do?
The support consultant is an integral part of the support department, is passionate about their job and keen to help our clients. The purpose of the support consultant is to offer efficient and effective technical support across clients, products and locations and to provide exceptional customer support.
What experience is preferred?
We need someone with a minimum of 5 years work experience in software development,as well as extensive knowledge and experience with:
What kind of personality will excel in this role?
Someone who is an utter team player who cares about the quality in which you produce your work. Your strong ability to help others and provide exceptional customer support.
What are the minimum requirements?
IT qualifications are an advantage
Relevant experience in an IT client support/service centre
Skilled on Microsoft Office applications
Proficient in the English and African languages
Knowledge of software applications and development, font and back-end basics
Self-motivated and pro-active in contributing to continuous improvement of the team
Efficient interaction with third parties
Client service orientation
Attention to detail
Build rapport with clients to develop professional relationships.
Provide a timely response to all Client Support Incidents (CSI) and alerts.
Provide first line technical support to clients via telephone and/or email correspondence/other communication applications i.e. TeamViewer to resolve CSI raised.
Ensure all CSI are logged on the relevant system with full detail.
Perform basic root cause analysis through unpacking CSI’s logged and systems testing.
Priorities CSI in accordance with client’s business requirements, company policies and operational impact.
Priorities support to client technical teams in operating environments with high uptime requirements.
Categories CSI’s for escalation to the appropriate technical team.
Effectively refer CSI’s to the relevant technical team with, all the relevant detail so that the client does not have to repeat themselves.
Document all remedial actions taken in accordance with the service level agreement (SLA).
Notify clients of issues identified and remediation status on a continuous basis until the incident is closed out.
Communicate and support clients on the software development changes made to products.
Actively contributing towards continuous improvement, in order to align with changes and advancements, in providing a support service that delights the client.
To apply for this position, please follow the link provided and apply through Pnet.