Business Software Solutions: Support Consultant
LexisNexis Risk Solutions Group
Port Elizabeth
5d ago

The PST Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products.

The goal of the PST Support Consultant is to take ownership of our clients’ software problems and resolve them fast and effectively.

The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring customer and management satisfaction.

Key Accountabilities :

  • Dealing directly with customers in a friendly, helpful and efficient manner - telephonically, via email, remote support and live chat
  • Confirming prioritisation of all requests / support interactions
  • Diagnosing problems and requests
  • Assisting customers remotely using Team Viewer
  • Providing regular feedback to customers on outstanding tickets even if the ticket is escalated
  • Resolving and or addressing requests with a minimum number of tickets needing to be escalated to Team Leaders
  • Owning the problem / request until it is resolved to the customers satisfaction
  • Consistently providing customer support that meets Quality standards
  • Tickets are recorded accurately, comprehensively and timeously (meeting all QA standards)
  • Maintenance of all tickets and support call records (all ticket record requirements are met before being "closed")
  • Handover to branches where issues requires on site assistance or training
  • Keeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.
  • Competencies :

  • Fluent in English
  • Strong multitasking skills
  • Excellent troubleshooting and technical skills
  • Strong sense of urgency
  • Confident and friendly
  • Ability to impart knowledge
  • Flexible, approachable personality
  • Positive attitude
  • Methodical and clear-thinking
  • Able to work under pressure
  • Quick learner and comfortable in dynamic IT environment
  • Self-managed, detail-oriented and customer-focused
  • Good time management skills
  • A team player
  • Qualifications :

  • Grade 12 / Matric
  • Minimum of 5 years working experience in Conveyancing environment
  • Experience working on LexisConvey (advantageous)
  • Good working knowledge of Windows, outlook and MS Office (must have good Word skills)
  • Excellent telephone manner and communication skills
  • Paralegal Certificate advantageous
  • A+ and or N+ qualification highly advantageous
  • External Interactions :

  • Law Firms
  • LexisNexis Business Software Solutions Customers
  • Bank users
  • Internal Interactions :

  • PST Team
  • Management team
  • Production team
  • Ops Managers
  • Regional staff
  • LexisNexis,

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