Client Support Administrator

Crisis24; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Crisis24 is seeking a Client Support Administrator based in Cape Town. You will deliver timely support to our global client base, troubleshoot issues, and navigate Crisis24 applications.

The role requires at least 2 years in a client-facing position, excellent communication, and the ability to work in a 24/7 environment with rotating shifts. The position is office-based in the Southern Suburbs with a focus on confidentiality, teamwork, and rapid issue resolution.

Qualifications

• Minimum 2 years' experience in a client-facing role, with a preference for international clients.
• Excellent communication skills.
• Fluent in English (written and spoken).
• French language skills can be advantageous.
• Ability to multitask, organize, and document clearly.

Responsibilities

• Provide first-line support to Crisis24 clients in a timely and efficient manner.
• Guide users through Crisis24 client-facing systems and apps.
• Troubleshoot issues using available tools and escalate as needed.
• Document efforts and resolutions in the ticketing system.
• Protect client confidentiality and PII in accordance with policies.

Skills

Client-facing experience

Communication skills

Fluent English

French advantageous

Multitask and document

Tools

Windows 10

Office 365

Job description

Who We Are Looking For

Candidates must be based in Cape Town to be considered for this position. Applicants must be based within a reasonable commuting distance of the Southern Suburbs. The Client Support Administrator is responsible for delivering the best service experience (analyzes, 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 elevate to other tiers for assistance. The core shifts for this role are 06:00–14:00, 14:00–22:00, 16:00–00:00, 20:00–04:00, and 22:00–06:00. This position operates on a rotating shift pattern, including nights, weekends, and public holidays.

The ideal candidate will possess strong interpersonal skills working in a collaborative environment across business units; be able to interface with both co-workers and external clients alike with utmost professionalism; and possess fluency in the English language. An interest in worldwide events will be advantageous.

What You Will Work On

Provides first-line support to Crisis24 clients in a timely and efficient manner. Provides information, guidance, and/or navigation of Crisis24's client-facing systems and apps. Troubleshoots issues using available tools, including Crisis24 applications and direct database access. Resolves or escalates issues internally by 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.

Who You Will Work With

You will become a valued member of the Customer Services team within Crisis24's Customer Success division, reporting to the Customer Service Supervisor. In supporting Crisis24's global client base, you will be collaborating regularly with the wider company, including Global Intelligence, Account Management, Technical Operations, Implementations, and the Business Integration team.

What You Will Bring

• Minimum of 2 years' experience working in a client-facing role, with a preference for experience working with international clients
• Computer Proficiency: Microsoft Windows 10 and Office 365 applications
• Previous work or travel overseas may be an advantage
• Efficient troubleshooting and problem-solving 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, 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
• Self-starter, 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 the ability to function when on one's 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

This position is office-based. Successful candidates must be able to travel to and from the office independently to ensure they are on shift on time.