SUMMARY:
CUSTOMER SUPPORT CONSULTANT (Buildsmart Software) - S/Subs, Cape Town
R20 000 - R25 000 Per Month
POSITION INFO:
CUSTOMER SUPPORT CONSULTANT (Buildsmart Software) - S/Subs, Cape Town
R20 000 - R25 000 Per Month Negotiable on Qualification and Years of relevant experience
Our Client, an innovative and high reputable IT Provider is currently in search of a client centric and tech savvy Customer Support Consultant to join their innovative team of professionals.
Main Purpose of Role
To provide first- and second-line support to Clients using Buildsmart software, to assist in the onboarding and training of new clients during implementation, as well as to ensure clients derive full value from the software.
The role will work under the guidance of a senior support consultant, and will receive on-the-job training.
You'll gain hands-on experience in client support, financial systems, and software implementation while working in a supportive environment that invests in your learning and career development.
Key Duties & Responsibilities:
Client Support & Issue Resolution:
- Respond to support queries from clients (remote, phone, e-mail) in a timely and professional manner.
- Log, track and monitor client issues / tickets until resolution, escalating where appropriate.
- Assist in diagnosing software issues, liaising with senior support/technical teams as needed.
- Follow up with clients to ensure satisfaction and closure of the support incident.
- Maintain accurate documentation of support cases, outcomes and lessons learned.
Client Training & Implementation Assistance:
- Assist in the rollout of the Buildsmart software for new clients: configuring parameters, guiding users, coordinating install/training sessions.
- Conduct training sessions (one-on-one and small groups) for client staff in use of the software.
- Prepare or adapt training materials, user-guides, quick-reference sheets.
- Support the senior consultant in implementation follow-up: checking setups, ensuring clients are comfortable, helping to optimise workflow.
Administration & Process Support:
- Maintain the support/ticketing system: ensure accurate logging, statuses, priorities, client communications.
- Report on recurring issues, trends in support requests, and suggest improvements to internal processes or product.
- Assist with internal knowledge base updates: capture common questions, FAQs, best-practice guides for clients.
- Support simple configurations, licence administration, user-setup for clients as part of onboarding.
Client Relationship & Value Realisation:
- Build good rapport with clients, understand their business usage of the software and proactively identify opportunities to add value.
- Communicate clearly with clients-both technical and non-technical stakeholders-to ensure they understand solutions, next steps, and system benefits.
- Work with the senior consultant to ensure clients are properly set up for success (and renewal/ongoing support).
Continuous Learning & Development:
- Participate in training offered by the company to become proficient in the Buildsmart product, its modules, and any associated business processes (especially accounting/invoicing, debtor/supplier etc).
- Stay up to date with software releases, product enhancements, and industry best practices.
- Seek feedback and continuously improve support/training approach and client documentation.
Qualification, Skills and Experience Required:
- Minimum: Matric (with Accounting as a subject)
- Relevant tertiary qualification in accounting, business, or IT advantageous.
- 1-2 years' practical accounting knowledge (debits, credits, tax, cashflow) required.
- 1-2 years' experience in software support or plan management advantageous.
- Valid driver's licence (own transport advantageous).
Skills & Competencies:
Technical / Functional:
- Sound understanding of accounting principles and financial transaction workflows.
- Competence in MS Office (especially Excel and Outlook).
- Basic troubleshooting and system navigation skills.
Soft Skills:
- Strong verbal and written communication; able to explain concepts clearly.
- Excellent client-service orientation; calm, patient, and professional.
- Strong administrative and organisational discipline; attention to detail.
- Ability to prioritise tasks and manage multiple client requests concurrently.
- Confident trainer/facilitator
