Senior Account Support Consultant

*Reference: E.L000493-BG-1* Senior Account Support Consultant!! Our leading client in the Information Technology sector is seeking to employ a Senior Account Support Consultant to join their team in Johannesburg. *Job Description: * * Instituting corrective actions by completing accurate and complete Jira Project tickets and ensuring developers understand fully what changes are to be carried out * Fully understand the clients business model, processes and procedures * Active involvement in managing two-way communication between ourselves and the relevant Account Managers * Providing application support to users - Answer, resolve, and log in-bound customer calls, identify issues and provide suggestions and long-term resolutions * Investigate and analyse system issues to determine cause of issues and appropriate corrective action * Review and recommend continuous improvement of the systems and support processes * Document technical information and processes for existing and newly developed functionality * Provide clear, professional, informative and appropriate communication to colleagues, customer, via telephonic, email, Skype and Team Viewer * Select and explain the best solution to solving the client’s query, whether it be general system usage, or higher-level queries * Escalate new feature requests and bugs, and assist the development team in diagnosing and testing the issue(s) * Deconstruct client issues and analyze the various solutions via various communication channels * Effective and accurate logging, updates and closure of service desk calls and monitoring time targets of outstanding calls * Customer relationship building to ensure our service and value add is of a high quality * Based on the client site for most days of the week *Job Requirements: * * B Com /Information System or similar qualification * Knowledge and /or exposure to IT/Accounting systems * Minimum of 5 years’ experience in similar position * Analytical and problem-solving skills * Exceptional communication and people skills * A valid driver’s license and willing to travel during the day in JHB * Excellent knowledge of business and accounting systems * Ability to work in a team environment * An understanding of the software development and database environment will be an added advantage R Negotiable