Support Consultant - POS

We are looking for a Support Consultant to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). 

Job Description

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers’ expectation
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Maintain and increase knowledge of operational procedures, products and services
• This role will be on a 24X7 Roster Based