About the position
ENVIRONMENT:
RESOLVE complex issues, drive customer outcomes while influencing product improvements, and elevating the capability of the support function as the next Senior Support Consultant wanted by a provider of Tailored Management Software Solutions. Serving as a trusted advisor to customers and internal teams, you will handle escalations and contribute strategically to retention, quality, and continuous improvement. The ideal candidate will need a suitable tertiary qualification or equivalent industry experience with 5+ years’ experience in SaaS product support, technical consulting, or a similar role including 3+ years’ experience with SharePoint Online and Microsoft 365.
DUTIES:
Customer Support -
- Own and resolve complex, high-impact customer incidents across core product and integrations.
- Collaborate with Product, Engineering, Platform Services or ITOps as Tier 2 teams on complex technical issues to ensure alignment and drive the best possible customer and business outcomes.
- Provide confident, consultative guidance to customers on best practices, product usage.
- Act as a strong customer advocate by capturing and contextualizing customer feedback for use by the Product Management team.
- Flag risks to adoption, satisfaction or renewal to support leadership early, and feed the customer perspective into product and process discussions.
Service Level Accountability -
- Own SLA compliance for assigned cases, including accurate logging, classification, updates, and timely resolution of tickets.
- Act as a role model for SLA adherence, ticket quality, and system hygiene within the Support team.
- Help reduce repeat issues by surfacing root causes and ticket trends to support leadership.
Customer Outcomes, Advocacy & Trust -
- Serve as a trusted advisor to customers by delivering service and communication that is professional, accurate, confident, and outcome-focused, particularly in complex or high-impact situations.
- Lead and deliver product-specific guidance post-onboarding for customers requiring feature refreshers.
- Build and maintain customer trust during escalations by clearly articulating root cause, resolution approach, and preventative actions.
Support Operations & Deployment Readiness -
- Share in evening shift and standby rotations (worked remotely from home) with the wider Support team, providing senior-level coverage for our worldwide customer base and 24/5 support requirement.
- Act as an escalation point for time-sensitive or high-risk issues, ensuring they are managed proactively, resolved effectively, and communicated clearly in collaboration with Tier 2 teams.
- Ensure that assigned issues are appropriately prioritized, escalated, and driven to resolution, particularly where cross-team coordination is required.
- In rare instances, lead or oversee Smoke Testing during standard and custom deployments to identify and mitigate risks prior to customer go-live.
Technical Troubleshooting -
- Troubleshoot customer SharePoint Online environments where they affect behavior — permissions, site and library setup, and common misconfigurations.
- Handle complex document and template updates, ensuring quality and consistency.
- Share what you learn with the rest of the Support team so recurring SharePoint issues get resolved faster.
Leadership & Mentorship -
- Mentor and coach Support consultants through case reviews, knowledge sharing, and informal guidance.
- Raise technical and service quality standards across the team through example and collaboration.
- Support continuous improvement of troubleshooting approaches, playbooks, and documentation.
REQUIREMENTS:
- Relevant tertiary qualification or equivalent industry experience.
- 5+ Years’ experience in SaaS product support, technical consulting, or a similar role.
- 3+ Years’ hands-on experience with SharePoint Online and Microsoft 365.
- Excellent written and verbal communication skills, including high-stakes customer communication.
- Cape Town based, with reliable means of getting to the office on in-office days.
Advantageous –
- Demonstrated ability to operate autonomously at a senior or escalation-tier level; mentoring or coaching experience.
- Working knowledge of Power Automate.
ATTRIBUTES:
Ownership & Accountability - Takes full ownership of outcomes, holding self (and influencing others) accountable for quality, delivery, and follow-through.
Customer-Centered Mindset - Builds and maintains trusted relationships with customers and internal stakeholders; consistently advocates for customer outcomes.
Learning Agility - Quickly gains proficiency in new industries, customer contexts, technologies, and complex product scenarios.
Change Enablement - Actively contributes to and supports change initiatives, helping remove barriers and accelerate adoption of improved processes and practices.
Drive & Resilience - Demonstrates sustained energy, adaptability, and confidence, particularly in high-pressure or ambiguous situations.
Execution Excellence - Self-directed and self-motivated, delivering consistently high standards of work with minimal oversight.
Planning & Organizing - Optimizes the use of time and resources to achieve desired results; demonstrates strong prioritization, attention to detail, and ability to manage multiple priorities effectively.
Influence & Collaboration - Works effectively across teams, influencing outcomes through collaboration and expertise rather than formal authority.
Desired Skills:
- Senior
- Support
- Consultant
