About the position
ENVIRONMENT:
A provider of Tailored Management Software Solutions seeks a Senior Support Consultant who will serve as a technical authority and trusted advisor to customers and internal teams. You will be responsible for resolving complex issues, driving customer outcomes, influencing product improvements, and elevating the capability of the support function. While remaining hands-on, the Senior Support Consultant operates with high autonomy, handles escalations, and contributes strategically to retention, quality, and continuous improvement. The ideal candidate will need a suitable tertiary qualification or equivalent industry experience with 5–7 years’ experience in SaaS product support, technical consulting, or a similar role including 4+ years’ experience with SharePoint Online, Microsoft 365, and Power Automate.
DUTIES:
Advanced Technical & Customer Support -
- Own and resolve complex, high-impact customer incidents across core products and integrations.
- Provide confident, consultative guidance to customers on best practices, architecture, and usage.
- Act as a strong customer advocate by capturing, contextualizing, and prioritizing customer feedback and feature requests, while actively collaborating with Product, Engineering, Platform Services or other internal teams to ensure alignment and drive the best possible customer and business outcomes.
Service Level Accountability -
- Own SLA compliance for assigned cases, including accurate logging, classification, updates, and timely resolution of tickets.
- Act as a role model for SLA adherence, ticket quality, and system hygiene within the Support team.
- Support continuous improvement of SLA performance through root cause analysis, trend identification, and preventative actions.
- Assist support leadership with analysis of SLA breaches and recommendations to reduce recurrence.
Customer Outcomes, Advocacy & Trust -
- Serve as a trusted advisor to customers by delivering service and communication that is professional, accurate, confident, and outcome-focused, particularly in complex or high-impact situations.
- Lead and deliver advanced, product-specific training and guidance post-onboarding for customers requiring deeper technical or workflow expertise.
- Act as a strong customer advocate by capturing, contextualizing, and prioritizing customer feedback and feature requests, and representing these effectively to Product and Engineering teams.
- Build and maintain customer trust during escalations by clearly articulating root cause, resolution approach, and preventative actions.
Advanced Support Operations & Deployment Readiness -
- Own and participate in on-call rotations and standby schedules, providing senior-level support coverage during customer business hours where required.
- Act as an escalation point for time-sensitive or high-risk issues, ensuring they are managed proactively, resolved effectively, and communicated clearly.
- Lead or oversee smoke testing during standard and custom deployments to identify and mitigate risks prior to customer go.
- Ensure that assigned issues are appropriately prioritized, escalated, and driven to resolution, particularly where cross-team coordination is required.
Customer Outcomes & Retention Support -
- Support leadership to proactively identify risks to adoption, satisfaction, or retention.
- Contribute to improved customer outcomes through preventative support, guidance, and early intervention.
- Represent the customer perspective in internal discussions, particularly for product and process improvements.
Internal Technical Advisory & Enablement -
- Act as a subject matter expert on SharePoint Online configuration and architecture, advising internal stakeholders on optimal setup, permissions, and usage patterns to support scalable and reliable implementations.
- Lead or oversee complex document and template updates, ensuring quality, consistency, and adherence to platform standards.
- Support internal teams by sharing expertise, standards, and patterns rather than performing repeatable low-value configuration tasks.
Technical Leadership & Mentorship -
- Mentor and coach Support Consultants through case reviews, knowledge sharing, and informal guidance.
- Raise technical and service quality standards across the team through example and collaboration.
- Support continuous improvement of troubleshooting approaches, playbooks, and documentation.
REQUIREMENTS:
- Relevant tertiary qualification or equivalent industry experience.
- 5–7 Years’ experience in SaaS product support, technical consulting, or a similar role.
- 4+ Years’ experience with SharePoint Online, Microsoft 365, and Power Automate.
- Strong understanding of SaaS architecture, integrations, workflows, and cloud-based deployments.
- Previous experience acting as a technical lead or senior escalation point (beneficial).
- Excellent written and verbal communication skills, including high-stakes customer communication.
- Driver’s licence and own transport.
ATTRIBUTES:
Ownership & Accountability - Takes full ownership of outcomes, holding self (and influencing others) accountable for quality, delivery, and follow-through.
Customer-Centered Mindset - Builds and maintains trusted relationships with customers and internal stakeholders; consistently advocates for customer outcomes.
Learning Agility - Quickly gains proficiency in new industries, customer contexts, technologies, and complex product scenarios.
Change Enablement - Actively contributes to and supports change initiatives, helping remove barriers and accelerate adoption of improved processes and practices.
Drive & Resilience - Demonstrates sustained energy, adaptability, and confidence, particularly in high-pressure or ambiguous situations.
Desired Skills:
- Incident Handling
- IT Support
- Microsoft SharePoint
- Office365 Administration
- SaaS Sales
About The Employer:
A provider of Tailored Management Software Solutions
