Support Consultant - Cape Town - Foreshore

TL;DR

Support Consultant (Legal Tech): Proactive and reactive management of customer orders and queries by telephone, email, or other media with an accent on resolving issues within strict SLAs and providing technical support on products and services. Focus on handling escalations, liaising with departments, and achieving KPIs through accurate query recording and process adherence.

Location: Hybrid in Cape Town - Foreshore, South Africa. Must have the legal right to live and work in South Africa (proof required)

Company

Global leader in legal technology providing cloud-based software solutions for practice management, data insights, due diligence, and client onboarding to law firms worldwide.

What you will do

• Manage customer orders proactively and reactively via phone, email, or other channels.
• Handle all customer queries, recording them accurately in in-house IT systems.
• Liaise with departments to resolve queries within strict SLAs.
• Provide advice and technical support on products and services.
• Update customers on order progression and product status.
• Take ownership of client escalations through proactive management.
• Manage inbound and outbound telephone calls.

Requirements

• Excellent professional communication skills and customer-focused attitude.
• Previous experience in a customer-focused environment.
• Understanding of the industry and conveyancing process.
• Good IT skills to quickly master bespoke systems.
• Drive to learn in-depth knowledge of products and services.
• Ability to follow processes for query handling, complaints, and escalations accurately.
• Commitment to achieve and exceed SLAs and KPIs.

Culture & Benefits

• Internal and external training opportunities for growth.
• Competitive salaries, healthcare, pension, company discounts, and wellness programs.
• Paid days off for moving house or volunteering.
• Values innovation, customer passion, diverse perspectives, ownership, and celebration.

Hiring process

• Application and call with talent team.
• Review and technical interview.
• Final hiring decision.