Client Support Specialist

Davita Inc.; Noordwes; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading company in the technology sector is looking for a skilled professional to join their technical support team. The ideal candidate will leverage their expertise in customer support and software solutions to drive service excellence and help clients succeed. With a focus on problem resolution and effective communication, this role offers a dynamic environment for proactive individuals ready to make a positive impact. Candidates should have relevant experience, strong soft skills, and the ability to thrive under pressure.

Qualifications

• 3 years' experience in a customer-facing technical support role, or 1 year with a bachelor's degree.
• Experience in a SaaS environment preferred.
• Familiarity with network troubleshooting tools such as Telnet, Traceroute, or Ping.

Responsibilities

• Assist clients in using ICE Mortgage Technology software solutions.
• Resolve customer issues promptly, aiming for first-call resolution.
• Document client interactions thoroughly in CRM system.

Skills

Customer soft skills

Problem solving

Multi-tasking

Analytical

Effective communication

Education

Bachelor's degree or equivalent

Tools

Adobe Acrobat

Microsoft Office

Knowledge of Client/Server Architecture

Log analyzer tools (e.g., Splunk)

Job description

Overview

Responsibilities

• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
• Drive service level attainment to departmental standards
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
• Recognize and respond accordingly to systemic customer-impacting problems
• Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
• Understand and follow company and departmental guidelines and policies for customer interaction
• Maintain and promote consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Effectively use knowledge base, along with all resources available to drive resolution
• Thoroughly and accurately document details of all client interactions in CRM system

Knowledge and Experience

• 3 years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent
• Demonstrated relevant competency in the following areas - Adobe Acrobat, Microsoft Office products, Windows Desktop
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team-oriented, demonstrates a professional and cooperative attitude
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
• Experience working in a SaaS environment
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping preferred
• Familiarity with Splunk or other log analyzer tools required
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
• Analytical; proactive; creative problem solver
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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