CXM Customer Success Support Consultant - Midrand at Adapt IT Holdings

Job description

• The Purpose of the position is to be consistent with Customer engagement within the Telecoms division and provide application / software support to customers within the Telecommunications Business Unit. Support is done via the following channels: email, support desk system and phone calls. This role ranges from sound knowledge and understanding of the supported software to ensure customer software appreciation, navigation and value realization. Function of successful candidate will also include troubleshooting as well as assistance on platform related queries and training.

Primary Responsibilites for the role:

• Providing support to users experiencing problems using the software or inquiring how to use specific features
• Make pro-active support calls to ensure that all clients are satisfied.
• Partake in knowledge sharing and procatively inform team leaders and managers of product and client trends.
• Highlighting and identifying of any areas of improvement within applications and processes
• Technical troubleshooting and problem solving on 1st and 2nd line level.
• Provide proactive communications in the event of a service degradation or disruption.
• Ensure the resolution of assigned tickets are achieved within their respective business SLAs.
• Prepare and conduct customer training session.
• Compiling and reporting of weekly support statistics to management and team.
• Daily proactive checks on client environments.
• Logging of 3rd line support requests with relevant teams.
• Providing material for weekly mailers to marketing team.
• Extensive testing of UAT and production environments prior to and post software deployments.
• Build strong customer relationships especially with key customer stakeholders.
• Take iniatives in identifying growth oppportunities.
• Responsible for customer retention and identification of renewal opportunities.
• Ensuring proactive engagement and communication with respective internal and external stakeholders in the resolution of issues / tickets as well as escalations.

Minimum requirements

• Completed an IT related BTech / BCom / BSc degree or National Diploma(Minimum NQF 6 Level Qualification).
• Excellent academic achievements within the specified qualification(Please note that academic transcripts will be requested).
• Minimum 1 year experience in application / software support.
• Experience in Telecoms an advantage.