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Customer Services - Support & Training
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LexisNexis
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LEX00IHD Requisition #
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Windeed Support Consultant: Customer Support Centre

The WinDeed Support Consultant role is dedicated to supporting the users on our range of software products.  The goal of the WinDeed 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 client and management satisfaction.

Key Accountabilities:

  • Dealing directly with clients in a friendly, helpful and efficient manner via telephone,  email and live chat
  • Owning the problem / request until it is resolved to the client’s satisfaction
  • Receiving support calls, emails and live chat 
  • Support calls are taken promptly and efficiently 
  • Confirming prioritisation of all requests / support calls
  • Diagnosing problem / request
  • Tickets are recorded accurately, comprehensively and timeously (meeting all QA standards)
  • Escalating by defined criteria or situation
  • Maintenance of all tickets and support interaction records (all task and ticket record requirements are met before being "completed")
  • Follow-up with customer and customer feedback on a daily basis even if the ticket is escalated
  • Handover to branches where issues requires on site assistance
  • Keeping up to date with and being familiar with all products supported by the CSC including changes (updates), before it is rolled out to clients
  • Report weekly on the two oldest tickets on each of our offerings
  • Liaise with relevant departments in order to assist and or resolve customer queries timeously
  • Ensure effective communication with clients, colleagues, and management
  • Assisting customers remotely using team viewer

Competencies:

  • Extremely resourceful
  • Strong sense of urgency
  • Friendly and helpful disposition
  • Excellent telephone manner
  • Able to use initiative and problem solve
  • Methodical and good time management skills
  • Able to work under pressure
  • Ability to impart knowledge
  • Multitasking 

Qualifications:

  • Grade 12/ Matric
  • Good computer literacy skills
  • Experience in using WinDeed will be highly advantageous
  • Excellent communication skills in both English and Afrikaans (non-negotiable)
  • Good working knowledge of Windows and MS Office
  • Ability to grasp and understand IT and technical concepts

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