About the RoleThe 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.ResponsibilitiesDealing directly with customers in a friendly, helpful and efficient manner - telephonically, via email, remote support and live chatConfirming prioritisation of all requests / support interactions, Diagnosing problems and requests, Assisting customers remotely using Team ViewerProviding regular feedback to customers on outstanding tickets even if the ticket is escalatedResolving and or addressing requests with a minimum number of tickets needing to be escalated to Team LeadersOwning the problem / request until it is resolved to the customers satisfaction, Consistently providing customer support that meets Quality standardsTickets 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 trainingKeeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.RequirementsStrong multitasking skills, Fluent in EnglishExcellent troubleshooting and technical skillsStrong sense of urgency, Able to work under pressure, Flexible, approachable personalityConfident and friendly, A team playerAbility to impart knowledge, Quick learner and comfortable in dynamic IT environmentMethodical and clear-thinking, Positive attitudeSelf-managed, detail-oriented and customer-focused, Good time management skillsQualificationsGrade 12/ MatricMinimum of 3 years working experience in Conveyancing environmentExperience working on LexisConvey (advantageous)Good working knowledge of Windows, outlook and MS Office (must have good Word skills)Excellent telephone manner and communication skillsParalegal Certificate advantageousA+ and or N+ qualification highly advantageousExternal Interactions:Law FirmsLexisNexis Business Software Solutions CustomersBank usersInternal Interactions:PST TeamManagement teamProduction teamOps ManagersRegional staff#J-18808-Ljbffr