Position Summary
This role is responsible for providing timely and effective technical support and high-quality service delivery to customers using JCurve Solutions products. The Support Consultant is highly involved in the daily IT operations and management of internal IT requests.
Responsibilities
Technical and internal IT Support
- Act as the first level of support for technical issues and internal IT requests via email and phone
- Handle requests promptly based on their level of priority aiming for a first-contact resolution
- Ensure cases are documented with all relevant information
- Keep customers and employees informed about case progression
- Maintain internal CRM systems up-to-date with all relevant customer information and activity
- Manage and maintain hardware, software and operating systems
- Complete system installs and upgrades
- Manage data storage and retrieval systems
- Contribute to the creation and communication of internal processes and procedures
Periodic Services
- Coordinate and execute the agreed customers periodic services on time
- Ensure all service requests are logged and processed efficiently
- Internal/External Communications
- Liaise with internal and/or external parties to resolve issues on time
- Coordinate engagement of appropriate JCurve Solutions resources as necessary to address system and service-related issues
- Escalate requests internally or externally whenever required and make all appropriate follow-ups
- Build and maintain strong relationships with key customers and contractors and act as a main focal point for dedicated customers
Customer Satisfaction
- Ensure customers receive a standard of courtesy and respect in all communications
- Maintain a positive and helpful attitude to deliver the best possible customer experience
- Flag any customer satisfaction issues to the Head of Customer Experience
Qualifications
- 3-4 years of experience in:
- Customer Support experience
- Hands-on experience with Mac and MS OS
- Experience with Cloud Systems (Desirable, but not required)
- Experience with AWS & GCP (Desirable, but not required)
- Experience with mobile device management (MDM) tool
- Experience with cloud telephony
- IT certifications (Desirable, but not required)
- Exposure to telecommunications systems
- Tertiary qualifications
