Support Consultant

SUMMARY:
Hospitality Technology Company offering an integrated cloud-based PMS system based in Somerset West is currently recruiting for a Support Consultant.
 
As a Hospitality Support Consultant, you will provide first-line telephone and email support, troubleshoot and document client issues, assist with training and product implementation, and coordinate software upgrades and maintenance.

POSITION INFO:
Duties:
 
Answer client queries received via telephone, email, or chat with empathy, professionalism and as accurately as possible. 
Actively listen to the client and ask in-depth questions to identify the root cause of the problem.
Assist with the support group email box to help with capacity. 
Use internal systems, best practice processes (navigating between systems) and the knowledge base to provide accurate answers to timely first-call resolution.
Identify repeating patterns or problems and escalate those to your manager quickly so that we can provide a remedy.
Transfer any calls/emails received to staff members in other teams if you cannot find the answers and don’t know how to deal with the question.
Escalate unresolved issues to a team leader (appropriate team) while maintaining client communication throughout the process.
Assist (when needed) in training clients on product usage to ensure they fully benefit from our solutions.
Provide feedback to your manager regarding areas where additional training might be beneficial for you.
Collaborate with colleagues and other teams to share knowledge and ensure consistent service.
Use approved email templates for client communication to ensure consistency and professionalism.
Test new system functionalities or updates from a client’s perspective when needed.
Gather information and report bugs or system issues to the technical team for further investigation.
Assist with specific projects as needed and report on goals related to these projects.
Assist with the after-hours phone and WhatsApp on a rotational basis and provide the same standard of support that would be expected of a consultant during normal office hours. (voicemail)
 
Requirements:
 
Grade 12
A hospitality background 
Strong communication and problem-solving skills.
Proficiency in MS Office and familiarity with Microsoft SQL.
Basic knowledge of network infrastructure, cloud configuration, HTML, and hardware setups.
A strong customer-first mindset.
Ownership and accountability—seeing things through to completion.
Team players who support and uplift those around them.
Curiosity and a willingness to learn and improve continuously.
Attention to detail and structured ways of working.