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:
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Respond to client support requests via email, phone, and virtual meetings.
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Investigate, troubleshoot, and resolve functional and technical issues within the Diligent One platform.
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Provide timely updates and communication to clients regarding issue status and resolution.
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Escalate complex issues to senior consultants, implementation specialists, or Diligent support teams where required.
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Ensure support tickets are managed in accordance with agreed SLAs.
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Platform Administration and Configuration:
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Assist clients with user administration, security roles, permissions, workflows, and system configurations within Diligent One.
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Perform basic data imports, exports, and script maintenance activities where applicable.
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Technical Support & Troubleshooting:
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Diagnose and resolve platform, integration, and data-related issues.
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Provide technical support post implementation.
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Stakeholder Engagement:
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Build and maintain positive relationships with clients.
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Provide guidance on best practices and platform utilization.
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Documentation & Knowledge Management:
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Document support cases, resolutions, and troubleshooting steps.
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Contribute to internal knowledge bases and support documentation.
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Create user guides, FAQs, and training materials.
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Maintain accurate records of client interactions and system changes.
Required Skills and Experience
Qualifications
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Bachelor's degree in computer science, Information Technology, or related discipline.
Professional Experience
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2–5 years of experience in software application support, customer support, or consulting.
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Experience supporting SaaS platforms and enterprise applications.
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Strong troubleshooting and problem-solving skills with the ability to analyse logs, errors, and connection issues.
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Experience working with Governance, Risk, Compliance (GRC), Internal Audit, Risk Management, or Compliance solutions is advantageous.
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Experience supporting Diligent One, ACL Robotics, Audit Management, Risk Management, Compliance Management, or related solutions is highly desirable.
Technical Knowledge
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Strong understanding of SaaS application support.
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Experience with data sources such as SQL Server, Oracle, PostgreSQL or cloud-based databases.
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Proficiency in scripting languages such as Python or SQL.
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Knowledge of network security concepts (firewalls, ports, certificates, encryption, and authentication methods.
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ERP backend knowledge.
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Experience with AI
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Windows server and cloud deployment environments
Behavioural Skills & Soft Competencies
- Strong work ethic with a commitment to excellence, accuracy, and attention to detail.
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Customer-focused with the ability to deliver exceptional service, transfer knowledge effectively, and conduct one-on-one training sessions.
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Able to perform effectively under pressure and meet strict deadlines while maintaining quality standards.
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Capable of working independently, self-managing tasks, and remaining focused in demanding environments.
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Adaptable and able to prioritise tasks effectively in response to changing business needs.
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Proactive self-starter with the ability to identify and mitigate project risks to support successful delivery.
Interested parties can apply at https://www.careers-page.com/surtech
