Client Support Administrator

Who We Are Looking For

Applicants must be based within a reasonable commuting distance of the Southern Suburbs. Candidates must be based in Cape Town to be considered for this position.

The Client Support Administrator is responsible for delivering the best service experience (analysis, troubleshooting, and finding resolutions) to Crisis
24 customers. You will manage and resolve support requests that are logged and tracked via a ticket queue and/or through direct interaction with clients. This role has tools available to troubleshoot and resolve common problems, with the ability to escalates to other tiers for assistance.

The ideal candidate will possess strong interpersonal skills, working collaboratively across business units, and will interface with co‑workers and external clients with utmost professionalism. Fluency in English is required. An interest in worldwide events will be advantageous.

• Provides first line support to Crisis
  24 clients in a timely and efficient manner
• Provides information, guidance, and navigation of Crisis
  24’s client‑facing systems and apps
• Troubleshoots issues using available tools, including Crisis
  24 applications and direct database access
• Resolves or escalates issues internally in accordance with approved escalation processes, to the appropriate group
• Recognizes patterns and common issues and shares them with the team to enhance the team’s progressive training and knowledge
• Documents efforts and resolutions in Crisis
  24’s ticketing system
• Protects client confidentiality and Personally Identifiable Information (PII), adhering to applicable information security procedures and policies
• Works shifts in a 24/7/365 environment with shifts allocated at the company’s discretion

You will become a valued member of the Customer Services team within Crisis
24’s Customer Success division, reporting into the Customer Service Supervisor. You will collaborate regularly with the wider company, including Global Intelligence, Account Management, Technical Operations, Implementations, and Business Integration teams.

• Computer proficiency:
  Microsoft Windows 10 and Office 365 applications
• Minimum 2 years’ experience in a client‑facing role
• Previous work or travel overseas is an advantage
• Efficient troubleshooting and problem‑solving skills, applying critical thinking and evaluating solutions
• Excellent communication skills, both verbal and written, clear and concise
• Attention to detail
• Fluent in English (written and verbal)
• Fluency or good command of French is advantageous
• Ability to multitask, organize, and document
• Self‑starter, proactive, and able to complete meaningful tasks without client demand or management directive
• Collaborates effectively and works as part of a team; also capable of functioning independently
• Strong initiative to improve skills and intellectual curiosity to learn and understand
• Flexible and able to adapt to change
• Displays trust, loyalty, and integrity

This position is office based. Successful candidates must travel to and from the office in their own capacity and be on shift on time.