Senior Technical Consultant | Microsoft 365 & SharePoint

Communicate Finance; Wes-Kaap; On-site; ZAR 600,000 - 720,000; Full time

Job summary

Communicate Finance is seeking a Senior Support Consultant to own critical customer issues and drive exceptional support across a sophisticated software platform. The role involves resolving complex incidents, guiding customers with best practices, and collaborating with Product, Engineering, and Platform teams to deliver high-quality service.

The ideal candidate has 5+ years in SaaS support or technical consulting, strong troubleshooting, and hands-on experience with Microsoft 365 and

Qualifications

• 5+ years in SaaS support, technical consulting, or similar environment.
• Experience handling complex escalations and high-priority incidents.
• Strong troubleshooting and analytical problem-solving skills.
• Minimum 3 years hands-on with Microsoft 365 and SharePoint Online.

Responsibilities

• Take ownership of critical customer issues and deliver exceptional support across a sophisticated software platform.
• Manage and resolve complex technical incidents and escalations.
• Act as trusted advisor, providing technical guidance and best-practice recommendations.
• Work with Product, Engineering, and Platform teams to investigate and resolve issues.
• Ensure high-quality ticket management and service delivery.
• Identify recurring issues, root causes, and opportunities for improvement.
• Build strong customer relationships and maintain trust during critical support situations.
• Troubleshoot Microsoft 365 and SharePoint Online environments.
• Assist with documentation, templates, and platform-related issues.
• Mentor junior team members and share technical knowledge.
• Contribute to documentation, processes, and continuous improvement initiatives.
• Participate in standby and after-hours support rotation for global customers.

Skills

SaaS support

Escalation handling

Microsoft 365

SharePoint Online

Cloud environments

Power Automate

Communication

Stakeholder management

Mentoring

Time management

Education

Relevant tertiary qualification

Industry experience

Tools

Power Automate

Job description

Job Description

As a Senior Support Consultant, you will take ownership of critical customer issues and help deliver exceptional support experiences across a sophisticated software platform.

• Managing and resolving complex technical incidents and escalations
• Acting as a trusted advisor to customers, providing technical guidance and best-practice recommendations
• Working closely with Product, Engineering, and Platform teams to investigate and resolve challenging issues
• Ensuring high-quality ticket management and service delivery
• Identifying recurring issues, root causes, and opportunities for improvement
• Building strong customer relationships and maintaining trust during critical support situations
• Troubleshooting Microsoft 365 and SharePoint Online environments
• Assisting with document, template, and platform-related technical issues
• Mentoring junior team members and sharing technical knowledge
• Contributing to documentation, processes, and continuous improvement initiatives
• Participating in a shared standby and after-hours support rotation for global customers

Skills & Experience

• Minimum 5 years' experience in SaaS support, technical consulting, or a similar technical support environment
• Experience handling complex technical escalations and high-priority incidents
• Strong troubleshooting and analytical problem-solving skills
• Minimum 3 years' hands-on experience with Microsoft 365 and SharePoint Online
• Experience working within cloud-based environments
• Exposure to Power Automate would be advantageous
• Excellent verbal and written communication skills
• Strong stakeholder management and customer engagement abilities
• Ability to work independently while collaborating effectively across multiple teams
• Experience mentoring, coaching, or supporting the development of others
• Strong organisational and time-management skills

Qualification

• Relevant tertiary qualification or equivalent industry experience
• Candidates must be based in Cape Town and able to attend the office on designated in-office days