Support Consultant - PMS

We are looking for a Support Consultant to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). Job DescriptionProvide first level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesUpdate customer data and produce activity reportsWalk customers through problem solving processFollow up with customers, provide feedback and see problems through to resolutionUtilise excellent customer service skills and exceed customers’ expectationEnsure proper recording, documentation and closureRecommended procedure modifications or improvementsMaintain and increase knowledge of operational procedures, products and servicesThis role will be on a 24X7 Roster Based