Priority Support Consultant

The role of the Priority Support Consultant involves providing assistance to our priority customers and business partners through email or phone. This includes analysing their needs, resolving their issues, and providing system guidance. Responsibilities include familiarizing yourself with key strategic customer support level agreements (SLAs) and ensuring adherence. This involves prioritising each support ticket and managing the SLA according to the first response and resolution times, and avoiding SLA breaches by escalating issues promptly. The role also requires administering all reporting in line with SLA requirements and managing customer and business partner meetings as necessary to provide excellent service offerings.Filtering and escalating tickets to the relevant departments based on the type of query and priority level.