Client Support Administrator

Who We Are Looking ForCandidates must be based in Cape Town to be considered for this position. Applicants must be based within a reasonable commuting distance of the Southern Suburbs. The 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 core shifts for this role are 06:0014:00 14:0022:00 16:0000:00 20:0004:00 and 22:0006:00. This position operates on a rotating shift pattern including nights weekends and public 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 You Will Work OnProvides first-line support to Crisis24 clients in a timely and efficient manner. Provides information guidance and/or navigation of Crisis24s client-facing systems and apps. Troubleshoot 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 teams progressive training and knowledge. Documents efforts and resolutions in Crisis24s 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 companys You Will Work WithYou will become a valued member of the Customer Services team within Crisis24s Customer Success division reporting to the Customer Service supporting Crisis24s global client base you will be collaborating regularly with the wider company including Global Intelligence Account Management Technical Operations Implementations and the Business Integration You Will BringMinimum of 2 years experience working in a client-facing role with a preference for experience working with international Proficiency: Microsoft Windows 10 and Office 365 applicationsPrevious work or travel overseas may be an advantageEfficient troubleshooting and problem-solving skillsApplies critical thinking the ability to skillfully analyze and evaluateExcellent communication skillsAbility to convey information and instructions both verbally and in writing confidently and conciselyAttention to detail is a mustFluent in the English language - written and verbalFluency and/or good command of French can be advantageousAbility to multitask organize and documentSelf-starter proactive and able to find and complete meaningful tasks in the absence of client demand and without management directiveAbility to collaborate effectively and work as part of a team yet have the effectiveness to function when on ones ownStrong initiative to improve skills; has intellectual curiosity with a desire to learn and understandFlexible and able to adapt to changeDisplays 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.