Client Support Administrator

Crisis24

Cape Town, Western Cape
Permanent
Full-time

2 days ago

Who We Are Looking ForThe 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 escalate to other tiers for assistance.The ideal candidate will possess strong interpersonal skills working in a collaborative environment across business units; being 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 WithYou 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 effectiveness 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.

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