Support Consultant

Job Title and Overview

The Support Consultant is responsible for providing first and second-line support to clients using the Diligent One platform. The role focuses on resolving client issues, assisting with platform configuration, and administration, troubleshooting technical and functional problems, and ensuring a high level of customer satisfaction through timely and professional support.

The Support Consultant acts as a trusted advisor to clients, helping them maximize the value of their Diligent One investment while maintaining agreed service levels and support standards.

Reason for vacancy:

Team expansion

Reporting to:

Head of Services/Technical Solutions Lead

Management level of role:

This is not a management role

Working environment & travel:

Team-orientated environment.

Working hours:

Remote Role: 08:00 to 17:00pm

Key Responsibilities

• Client Support:
  • Respond to client support requests via email, phone, and virtual meetings.
  • Investigate, troubleshoot, and resolve functional and technical issues within the Diligent One platform.
  • Provide timely updates and communication to clients regarding issue status and resolution.
  • Escalate complex issues to senior consultants, implementation specialists, or Diligent support teams where required.

• Ensure support tickets are managed in accordance with agreed SLAs.

• Platform Administration and Configuration:
  • Assist clients with user administration, security roles, permissions, workflows, and system configurations within Diligent One.

• Perform basic data imports, exports, and script maintenance activities where applicable.

• Technical Support & Troubleshooting:
• Diagnose and resolve platform, integration, and data-related issues.
• Provide technical support post implementation.

• Stakeholder Engagement:
• Build and maintain positive relationships with clients.
• Provide guidance on best practices and platform utilization.

• Documentation & Knowledge Management:
  • Document support cases, resolutions, and troubleshooting steps.
  • Contribute to internal knowledge bases and support documentation.
  • Create user guides, FAQs, and training materials.
  • Maintain accurate records of client interactions and system changes.

Required Skills and Experience

Qualifications

• Bachelor's degree in computer science, Information Technology, or related discipline.

Professional Experience

• 2–5 years of experience in software application support, customer support, or consulting.
• Experience supporting SaaS platforms and enterprise applications.
• Strong troubleshooting and problem-solving skills with the ability to analyse logs, errors, and connection issues.
• Experience working with Governance, Risk, Compliance (GRC), Internal Audit, Risk Management, or Compliance solutions is advantageous.
• Experience supporting Diligent One, ACL Robotics, Audit Management, Risk Management, Compliance Management, or related solutions is highly desirable.

Technical Knowledge

• Strong understanding of SaaS application support.
• Experience with data sources such as SQL Server, Oracle, PostgreSQL or cloud-based databases.
• Proficiency in scripting languages such as Python or SQL.
• Knowledge of network security concepts (firewalls, ports, certificates, encryption, and authentication methods.
• ERP backend knowledge.
• Experience with AI
• Windows server and cloud deployment environments

Behavioural Skills & Soft Competencies

• Strong work ethic with a commitment to excellence, accuracy, and attention to detail.
• Customer-focused with the ability to deliver exceptional service, transfer knowledge effectively, and conduct one-on-one training sessions.
• Able to perform effectively under pressure and meet strict deadlines while maintaining quality standards.
• Capable of working independently, self-managing tasks, and remaining focused in demanding environments.
• Adaptable and able to prioritise tasks effectively in response to changing business needs.
• Proactive self-starter with the ability to identify and mitigate project risks to support successful delivery.

Interested parties can send their CV to tamsinj@surtech.co.za