CUSTOMER SUPPORT CONSULTANT (Buildsmart Software)

CUSTOMER SUPPORT CONSULTANT (Buildsmart Software) - S/Subs, Cape Town

R20 000 - R25 000 Per Month Negotiable on Qualification and Years of relevant experience

Our Client, an innovative and high reputable IT Provider is currently in search of a client centric and tech savvy Customer Support Consultant to join their innovative team of professionals.

Main Purpose of Role

To provide first- and second-line support to Clients using Buildsmart software, to assist in the onboarding and training of new clients during implementation, as well as to ensure clients derive full value from the software.

The role will work under the guidance of a senior support consultant, and will receive on-the-job training.

You'll gain hands-on experience in client support, financial systems, and software implementation while working in a supportive environment that invests in your learning and career development.

Key Duties & Responsibilities:

Client Support & Issue Resolution:

• Respond to support queries from clients (remote, phone, e-mail) in a timely and professional manner.
• Log, track and monitor client issues / tickets until resolution, escalating where appropriate.
• Assist in diagnosing software issues, liaising with senior support/technical teams as needed.
• Follow up with clients to ensure satisfaction and closure of the support incident.
• Maintain accurate documentation of support cases, outcomes and lessons learned.

Client Training & Implementation Assistance:

• Assist in the rollout of the Buildsmart software for new clients: configuring parameters, guiding users, coordinating install/training sessions.
• Conduct training sessions (one-on-one and small groups) for client staff in use of the software.
• Prepare or adapt training materials, user-guides, quick-reference sheets.
• Support the senior consultant in implementation follow-up: checking setups, ensuring clients are comfortable, helping to optimise workflow.

Administration & Process Support:

• Maintain the support/ticketing system: ensure accurate logging, statuses, priorities, client communications.
• Report on recurring issues, trends in support requests, and suggest improvements to internal processes or product.
• Assist with internal knowledge base updates: capture common questions, FAQs, best-practice guides for clients.
• Support simple configurations, licence administration, user-setup for clients as part of onboarding.