The Senior Support Consultant is responsible for providing proactive support and outstanding quality of service to customers using the range of products offered by Jcurve Solutions. Case Management Deliver timely responses to technical and procedural queries via optimal communication channels, with a strong focus on achieving first-contact resolution. Efficiently manage and prioritize customer calls to conduct screen sharing sessions and resolve support tickets in a timely manner. Handle cases according to Jcurve Solutions internal processes and levels of priority; Keep customers regularly informed of cases' progression; refer to Jcurve Solutions SLAs for further details; End of day review of all outstanding cases to ensure appropriate follow-ups; Test, identify and track defect and enhancement issues. Liaise with internal and/or external parties to reach resolution and provide assistance in a timely manner; and Engage third-paties for case escalations using the standard processes as set out in the JCurve Solutions Support Services Standard Operating Procedures. Customer Experience Ensure customers receive a standard of courtesy and respect in all communications; Ensure every customer interaction ends in confidence by providing fast, expert guidance and resolution from the first touchpoint. Maintain a postitive and helpful attitude to deliver the best possible customer experience; and Flag any customer satisfaction issues to reporting manager; SKILLS AND ATTRIBUTES REQUIRED 4-6 years in a similar role; Preferrably trained in NetSuite SCM/Manufacturing/ERP Product Area Strong understanding of business ERP / CRM / accounting software Strong verbal and written communication Excellent time management and organisation skills Technically minded with a willingness to continually learn and expand skills Customer and results focused Excellent listening skills and ability to deliver outstanding customer experience Show more Show less