Customer Support Consultant (IT)

Job Description

Company Introduction

Job Responsibilities and Duties

• Act as the first point of contact for clients requiring support with the company's ERP solution;
• Provide software support and consultancy services remotely or on-site, including system upgrades, user training, customisation, and application enhancements;
• Troubleshoot functional issues and deliver timely and effective solutions to client queries;
• Escalate complex functional or technical issues to second-line support, consultants, or the development team where necessary;
• Monitor and follow up on open support tickets, ensuring clients are kept informed throughout the resolution process;
• Maintain accurate records of customer interactions, support requests, and issue resolutions;
• Contribute to the creation and maintenance of knowledge base articles, user guides, and support documentation;
• Build and maintain strong client relationships by delivering professional, responsive, and high-quality customer support;
• Support various stages of the software implementation and project lifecycle as required.

Experience

• Hold an IT qualification;
• Business qualification or knowledge of accounting fundamentals will be considered an asset;
• Minimum of 1 year's experience in a similar ERP Customer Support, ERP Consultant, or Software Support role;
• Experience working with Microsoft SQL Server and Crystal Reports Business Objects will be considered an asset;
• Excellent command of written and spoken Business English;

Personal Skills

• Strong customer service and client relationship management skills;
• Excellent communication, analytical, and problem-solving abilities;
• Strong attention to detail and organisational skills;
• Ability to manage multiple support requests and prioritise workload effectively;
• Ability to work collaboratively within a team environment;
• Strong sense of accountability and ownership of responsibilities;
• Flexible, proactive, and committed to continuous improvement.