Client Support Administrator - Cape Town, South Africa - Crisis24

Crisis24

Verified Company

Cape Town, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do.

It's the reason we love rolling up our sleeves and getting down to work - and it's why we're so successful.

It takes an entire team to stand behind something big. Interested?

Position Overview

The Client Support Administrator is responsible for delivering the best service experience (analyses, troubleshoots, and finds resolutions) to Crisis24 customers.

You will be responsible for the management and timely resolution of support requests that are logged and tracked via a ticket queue and/or through direct interaction with the client.

This position will have tools available to troubleshoot and resolve the most common problems with the ability to escalate to other tiers for assistance.

An interest in worldwide events will be advantageous.

Essential Job Duties/Responsibilities:

Provides firstline support to Crisis24 clients in a timely and efficient manner
Provides information, guidance, and/or navigation of Crisis24's clientfacing systems and apps
Resolves or escalates issues internally in accordance with approved escalation processes, to the appropriate group
Recognizes patterns and common issues and shares them with the team to enhance the team's progressive training and knowledge
Documents efforts and resolutions in Crisis24's ticketing system
Protects client confidentiality and Personally Identifiable Information (PII), adhering to applicable information security procedures and policies
Required to work shifts in a 24/7/365 environment with shifts allocated at the company's discretion

Experience, Functional and Technical Requirements:

Minimum of 2 years experience working in a clientfacing role
Previous work or travel overseas may be an advantage

Skills/Abilities:

Efficient troubleshooting and problemsolving skills. Applies critical thinking, the ability to skillfully analyze and evaluate
Excellent communication skills. Ability to convey information and instructions, both verbally and in writing; clearly, confidently, and concisely
Attention to detail is a must
Fluent in the English language written and verbal
Fluency and/or good command of French can be advantageous
Ability to multitask, organize, and document
Selfstarter. Proactive and able to find and complete meaningful tasks in the absence of client demand and without management directive
Ability to collaborate effectively and work as part of a team yet have effectiveness to function when on own
Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand
Flexible and able to adapt to change
Displays trust, loyalty, and integrity

Information security:

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity.

We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.