Who We Are Looking For Applicants must be based in Cape Town and within a reasonable commuting distance of the Southern Suburbs. What You Will Work On Provides first-line support to Crisis24 clients in a timely and efficient manner. Provides information, guidance, and navigation of Crisis24's client-facing systems and apps. Troubleshoots issues using available tools, including Crisis24 applications and direct database access. Resolves or escalates issues internally by approved escalation processes to the appropriate group. Recognizes patterns and common issues and shares them with the team to enhance training and knowledge. Documents efforts and resolutions in Crisis24's ticketing system. Protects client confidentiality and Personally Identifiable Information (PII) adhering to applicable information security procedures and policies. Required to work shifts in a 24/7/365 environment with shifts allocated at the company's discretion. The core shifts are 06:00–14:00, 14:00–22:00, 16:00–00:00, 20:00–04:00, and 22:00–06:00. This position operates on a rotating shift pattern, including nights, weekends, and public holidays. Who You Will Work With You will be a valued member of the Customer Services team within Crisis24's Customer Success division, reporting to the Customer Service Supervisor. You will collaborate regularly with Global Intelligence, Account Management, Technical Operations, Implementations, and the Business Integration team. What You Will Bring Minimum of 2 years' experience working in a client-facing role, preferably with international clients. Computer proficiency: Microsoft Windows 10 and Office 365 applications. Previous work or travel overseas may be an advantage. Efficient troubleshooting and problem-solving skills. Application of critical thinking, the ability to skillfully analyze and evaluate. Excellent communication skills. Ability to convey information and instructions, both verbally and in writing, confidently and concisely. Attention to detail is a must. Fluent in the English language – written and verbal. Fluency and/or good command of French can be advantageous. Ability to multitask, organize, and document. Self-starter, proactive, and able to find and complete meaningful tasks in absence of client demand and without management directive. Ability to collaborate effectively and work as part of a team, yet be self-sufficient. Strong initiative to improve skills; has intellectual curiosity and desire 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 independently to ensure they are on shift on time. #J-18808-Ljbffr