Business Software Solutions: Support Consultant - Cape Town, South Africa - LexisNexis

LexisNexis

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

The PST Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products.

The goal of the PST Support Consultant is to take ownership of our clients' software problems and resolve them fast and effectively.

The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring customer and management satisfaction.

Key Accountabilities:

Confirming prioritisation of all requests / support interactions
Diagnosing problems and requests
Assisting customers remotely using Team Viewer
Providing regular feedback to customers on outstanding tickets even if the ticket is escalated
Resolving and or addressing requests with a minimum number of tickets needing to be escalated to Team Leaders
Owning the problem / request until it is resolved to the customers satisfaction
Consistently providing customer support that meets Quality standards
Tickets are recorded accurately, comprehensively and timeously (meeting all QA standards)
Maintenance of all tickets and support call records (all ticket record requirements are met before being "closed")
Handover to branches where issues requires on site assistance or training
Keeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.

Competencies:

Fluent in English
Strong multitasking skills
Excellent troubleshooting and technical skills
Strong sense of urgency
Confident and friendly
Ability to impart knowledge
Flexible, approachable personality
Positive attitude
Methodical and clearthinking
Able to work under pressure
Quick learner and comfortable in dynamic IT environment
Selfmanaged, detailoriented and customerfocused
Good time management skills
A team player

Qualifications:

Grade 12/ Matric
Minimum of 5 years working experience in Conveyancing environment
Experience working on LexisConvey (advantageous)
Good working knowledge of Windows, outlook and MS Office (must have good Word skills)
Excellent telephone manner and communication skills
Paralegal Certificate advantageous
A+ and or N+ qualification highly advantageous

External Interactions: