Senior Support Consultant
Full-time
Communicate Finance
If you're passionate about Microsoft 365, SharePoint Online, SaaS platforms, customer engagement, and solving meaningful technical challenges, this could be your next career move.
Why Consider This Opportunity?
- Hybrid working model offering flexibility.
- Exposure to Microsoft Azure, Microsoft 365, SharePoint Online, and modern SaaS technologies.
- Opportunity to work with international customers and global teams.
- Meaningful influence on customer success, product improvement, and business outcomes.
- Career growth through mentorship, technical leadership, and cross-functional collaboration.
- Join a company culture that values customer dedication, innovation, continuous learning, quality, and teamwork.
As a Senior Support Consultant, the successful candidate will:
- Take ownership of complex, high-impact customer incidents and escalations.
- Act as a trusted advisor to customers, providing expert guidance and best-practice recommendations.
- Collaborate closely with Product, Engineering, Platform Services, and technical teams to resolve challenging issues.
- Drive SLA compliance and ensure high-quality ticket management and resolution.
- Identify trends, root causes, and opportunities for continuous improvement.
- Build strong customer relationships and maintain trust during critical support situations.
- Support global customers through a shared standby and after-hours rotation.
- Troubleshoot SharePoint Online environments, permissions, site configurations, and related technical issues.
- Assist with document and template troubleshooting and updates.
- Mentor and coach support consultants, sharing technical knowledge and best practices.
- Contribute to process improvements, documentation, and support playbooks.
- Act as a senior escalation point and recognised technical leader within the support team.
- Minimum 5 years' experience in SaaS product support, technical consulting, or a similar technical support environment.
- Experience operating at a senior support or escalation level.
- Strong troubleshooting and analytical problem-solving abilities.
- Minimum 3 years' hands-on experience with SharePoint Online and Microsoft 365.
- Working knowledge of Power Automate would be advantageous.
- Excellent verbal and written communication skills.
- Ability to work independently while collaborating effectively across teams.
- Proven customer-focused approach with strong stakeholder management skills.
- Experience mentoring, coaching, or contributing to team development.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Relevant tertiary qualification or equivalent industry experience.
- Candidates must be Cape Town-based and able to attend the office on designated in-office days.
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Vacancy posted 23 hours ago
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