Client Support Desk Consultant

SUMMARY:
A client of ours is currently seeking a Support Desk Consultant to join their team in Century City. If you have a strong client support background and an interest in international supply chain software, this is an exciting opportunity to contribute to a high-performing team. In this role, you will be the first point of contact for clients needing assistance with the software, ensuring a seamless user experience through troubleshooting, training, and support.

POSITION INFO:
Primary Responsibilities:

• Client Support: Provide exceptional support to clients using our international supply chain application. Address client inquiries via email or phone and resolve issues professionally and efficiently.
• Troubleshooting & Issue Resolution: Diagnose, troubleshoot, and resolve software-related issues, including functionality, systems integration, and user experience/education. Escalate complex issues to the appropriate technical teams within the business.
• Client Training: Assist with onboarding and training clients, ensuring that they can effectively use the software by providing clear instructions and ongoing support.
• Documentation & Reporting: Maintain accurate records of client issues, resolutions, and feedback using an online support tracking system, and keep timesheets updated.
• Collaboration: Work closely with development teams, Business Analysts, and Project Managers to ensure client issues are resolved promptly. Share client feedback with relevant teams for continuous product improvements.
• Product Knowledge: Stay up to date with software updates, new features, and best practices in international supply chain software, to provide clients with the most effective solutions.
• Quality Assurance: Ensure that all client interactions align with the company’s service standards and quality expectations.

• 3-5 years of experience in a client support or help desk role, ideally within a technology or software environment.
• Experience with supply chain, logistics, freight forwarding, or ERP systems is highly advantageous, as is familiarity with international supply chain software systems.
• Strong technical aptitude with the ability to troubleshoot and resolve software-related issues.
• Excellent communication skills (both written and verbal), with the ability to explain technical concepts to non-technical clients.
• A tertiary qualification (National Diploma, Degree, or equivalent) in a related field is preferred.

• Client-Focused: A strong commitment to client satisfaction with a proactive approach to problem-solving.
• Team-Oriented: Able to work collaboratively with both technical and non-technical teams.
• Detail-Oriented: Exceptional attention to detail and the ability to handle multiple support requests at once.
• Time Management: Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Adaptability: Comfortable working in a structured environment while adapting to changing client needs.
• Patience & Empathy: Ability to maintain professionalism and calmness in challenging client situations.

• Experience with integration technologies such as web services, APIs, or similar systems.
• Previous experience working with international customs systems (e.g., SARS or similar).