Customer Support Consultant

Have What It Takes?

We’re looking for a creative self-starter that has a thirst for learning and sharing their knowledge and knows how to have fun while doing so. We value integrity, excellence and accountability. We’re committed to continuous innovation and driven to help rethink the way we solve tough challenges and maybe shake things up.
Everyone at CQuential is encouraged to bring their best selves to work and the opportunity to realise their own personal success. In return, our employees are rewarded, recognised and celebrated! Here, you will work side by side with company leaders and industry pioneers who have proven experience in building great solutions.
  • Education and Experience Requirements

    Relevant Diploma – MCSE
    Minimum 1 year helpdesk experience
    ITIL certification
    Minimum 1 year customer service experience
    C# knowledge advantageous
    WMS experience would be advantageous
  • Responsibilities

    Respond to requests for technical assistance in person, via phone, electronically
    Diagnose and resolve technical hardware and software issues
    Research questions using available information resources
    Advise user on appropriate action
    Follow standard help desk procedures
    Log all help desk interactions
    Inform management of recurring problems
    Redirect problems to correct resource
    Identify and escalate situations requiring urgent attention
    Track and route problems and requests and document resolutions
    Stay current with system information, changes and updates
  • Skills

    Good organisational skills
    Excellent communication
    Good presentation skills
    Exceptional interpersonal skills
    Competent skills in English (written and spoken)
  • Knowledge

    Good knowledge of MS SQL Server and database structures/design
    Working knowledge of fundamental operations of relevant software, hardware and other equipment
    Basic MS Office knowledge
    Knowledge of relevant call tracking applications
    Knowledge and experience of customer service practices – ITIL
    Basic database administration knowledge
    Related experience and training in troubleshooting and providing help desk support
  • Personal Attributes

    Able to take initiative
    Tactful and mature
    Aptitude for research
    Well presented
    Ability to work under pressure
    High level of accuracy
    Ability to multitask
    Deadline driven
    Good listener
    Analytical thinker
    Team player
    Flexible with time – the requirement to perform after-hours support in shifts on a 24/7 basis

Outputs To Be Delivered

20% Weighting

System and technical support
Customer hardware operates efficiently as per software needs
Effective troubleshooting and problem analysis:
Servers, disk space, memory

65% Weighting

Software support – provide first 
and second line support
Provide support on CQuential Software and Database requirements
1st line support – customer facing
Process support – Training per issue
Database support
Go-live support (after implementation)
Queries and complaints resolved within clients SLA
Give adequate feedback to the customer
Investigates problems and suggests possible solutions
Ensures that all interactions with the client are professional and positive
Follows up on all outstanding queries.
Follow up with developers, BAs and clients on call progress
Ensure all calls are logged and have a meaningful detailed root cause analysis
SQL queries are optimised and efficient
Provide client training when required
Take ownership and responsibility of a log
Daily checks - investigate discrepancies

10% Weighting

Operational procedures
Completed periodically in accordance with the SLA
Completed accurately first time

5% Weighting

Function as part of a team
Assist co-workers readily
Escalate where appropriate
Team administration requirements are up to date
Grows self through continuous learning

Closing date: 23 February 2022

Purpose Statement: Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Location: Rosebank

Quick Application

In line with ATG’s commitment to Employment Equity, preference will be given to suitable BBBEE candidates.

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