Support Consultant (Conveyancing) needed at LexisNexis South Africa

About the role

• The PST Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products.  The goal of the PST Support Consultant is to take ownership of our clients’ software problems and resolve them fast and effectively.  The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring customer and management satisfaction.

Responsibilities

• Dealing directly with customers in a friendly, helpful and efficient manner – telephonically, via email, remote support and live chat
• Confirming prioritization of all requests / support interactions
• Assisting customers remotely using Team Viewer 
• Providing regular feedback to customers on outstanding tickets even if the ticket is escalated
• Resolving and or addressing requests with a minimum number of tickets needing to be escalated to Team Leaders
• Owning the problem / request until it is resolved to the customers satisfaction
• Maintenance of all tickets and support call records (all ticket record requirements are met before being “closed”)
• Keeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.

Requirements

• Grade 12/ Matric
• Minimum of 3 years working experience in Conveyancing environment 
• Experience working on LexisConvey (advantageous)
• Good working knowledge of Windows, outlook and MS Office (must have good Word skills)
• Excellent telephone manner and communication skills
• Paralegal Certificate advantageous
• A+ and or N+ qualification highly advantageous