Applications Support Consultant (Remote)

Introduction Reports To: Applications Support Team Leader Overview Serving as the primary technical point of contact on the front line, the Applications Support Consultant delivers high-quality application support, managed services, and project assistance to contracted and non-contracted clients. The position centres on making every client feel valued, keeping composure under pressure, exercising sound commercial judgment, and resolving issues promptly and efficiently to ensure every customer interaction is exceptional. Duties & Responsibilities Key Responsibilities • Recommend technical and procedural enhancements to team leadership to streamline support workflows and optimize customer outcomes. • Partner with internal data teams, engages effectively with escalation engineers, and assists Sales and Account Managers with pre-sales demonstrations. • Project Delivery & Implementation: Supports the deployment and rollout of software installations and client projects, working remotely or on-site as required. • Act as a dependable, reassuring first point of contact—handling queries, incidents, and service requests with urgency, empathy, and professionalism. • First-Line Application Support: Deliver responsive technical assistance to contracted and non-contracted clients, ensuring strict SLA obligations and service standards are consistently upheld. Key Performance Standards • Project Delivery: Ensures 100% of assigned implementation projects are delivered on time and within budget. • Responsiveness: Maintains an average call response time within 4 hours. • First-Time Fix Rate: Achieves a 99% first-time fix rate (maintaining a recall rate under 1%). • Client Satisfaction: Maintains an average CSAT score of 4.5/5 (90%+) across all completed work. Desired Experience & Qualification Requirements • Matric + Relevant IT or Finance Degree or Diploma • ITIL Foundation or formal customer service certifications. • Accreditations across core Sage platforms and modules (including Sage 200 Financials & Commercials, Sage 200 BOM, Sage 50 Accounts, and Sage 50 Payroll).Working understanding of broader IT infrastructure, networking basics, and Microsoft SQL Server. • Familiarity with complementary business applications: Sicon modules (Manufacturing, WAP, Barcode/Warehouse, Documents), Draycir Spindle Document Management, Eque2 Construction, and Sage Intacct. • Strong organizational, multitasking, and triage abilities with the capacity to work efficiently under tight service metrics. • Excellent written and verbal communication skills alongside a customer-first mindset. • Working knowledge of double-entry bookkeeping, core accounting workflows, and statutory schemes such as the Construction Industry Scheme (CIS). Personal Attributes • Disciplined & Accountable: Reliable and resilient when managing high ticket volumes or navigating complex customer requirements. • Precise, steady, and meticulous when investigating software faults and financial data records. • Supportive & Collaborative: Altruistic in approach; gains satisfaction from helping colleagues succeed and ensuring clients receive exceptional care. Company Culture & Values: “To be a PEOPLE FIRST business” — A collaborative environment dedicated to wanting the best for each other and expecting the best from each other, pairing mutual support with a high-energy, committed work ethic.