AssureCloud Client Solutions Coordinator, Midrand at SafetySA

Responsibilities 

• Client Solutions & User Support
• Provide first-line support to clients using company systems, portals, and digital platforms.
• Resolve client queries, system-related issues, and service requests within agreed timelines.
• Collaborate with Account Managers and Operations teams to ensure seamless client service delivery.
• Escalate complex technical issues to relevant internal stakeholders where necessary.
• Monitor client feedback and identify opportunities to improve system functionality and user experience.
• Support the implementation of client service enhancement initiatives and digital transformation projects. 

Systems Administration & Data Management 

• Maintain and update client profiles, audit protocols, workflows, and site information within internal systems.
• Ensure data accuracy, consistency, and integrity across all business platforms.
• Configure, test, and deploy updates to client-facing portals and audit management systems.
• Manage system user access, permissions, and account maintenance in accordance with company procedures.
• Investigate and resolve system discrepancies, data anomalies, and process exceptions.
• Support data migration, system enhancements, and software implementation activities where required. 

Operational Coordination 

• Provide systems and administrative support to Food Safety Account Managers and operational teams.
• Assist with the coordination and tracking of operational activities and service delivery milestones.
• Generate reports, dashboards, and data insights to support decision-making and client service improvement.
• Monitor key performance indicators (KPIs) related to system usage, service delivery, and client satisfaction.
• Identify opportunities to streamline operational processes through technology and automation. 

Client Training & Change Management 

• Deliver onboarding and training to clients on system functionality and portal usage.
• Develop, maintain, and update user guides, training materials, and knowledge base content.
• Support user adoption and engagement initiatives for new systems and process changes.
• Conduct virtual demonstrations and system walkthroughs where required.
• Provide ongoing support to users to ensure effective utilization of available platforms and tools. 

Requirements

Qualifications:

• Diploma or Degree in: Software Development, Information Technology, Computer Science, Information Systems, Business Information Technology, Systems Development, Application Development Or a related technology qualification
• Certifications in CRM Systems, Business Analysis, System Administration, SQL or Microsoft Power Platform. 

Experience:

• Minimum 2-3 years' experience in a systems support, client solutions, software support, business systems, customer success, or technical coordination role.
• Experience working with web-based platforms, CRM systems, databases, enterprise applications, or client portals.
• Experience providing user support, troubleshooting, system administration, or software implementation assistance.
• Experience maintaining data quality and managing information within business systems.
• Exposure to SaaS platforms, application support, or technology-enabled service environments will be advantageous.
• Exposure to Agile, Scrum, or digital transformation environments.
• Experience in food safety, retail, compliance, inspection, or service-based industries would be beneficial but is not essential. 

Skills:

• Strong understanding of software applications, databases, and business systems.
• Experience working with CRM platforms and customer-facing technologies.
• Ability to troubleshoot applications, system, and user-related issues.
• Understanding data management, data validation, and data integrity principles.
• Proficiency in Microsoft Office 365, particularly Excel, PowerPoint, Teams, and SharePoint.
• Ability to analyse system data and generate meaningful reports.
• Experience with workflow automation tools and reporting platforms will be advantageous.
• Strong aptitude for learning new technologies and systems.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder engagement skills.
• High level of attention to detail and accuracy.
• Strong organisational and project coordination abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong collaboration and teamwork skills.
• Adaptability and willingness to embrace new technologies and processes. 

Knowledge:

• Understanding of software development lifecycle principles and technology-enabled business processes.
• Knowledge of client support methodologies and customer service best practices.
• Understanding of CRM systems, databases, client portals, and business applications.
• Knowledge of user acceptance testing (UAT), system administration, and change management principles.
• Familiarity with reporting tools and business process improvement methodologies.
• Understanding of information security and data privacy best practices.