Senior Support Consultant (SharePoint Online & Microsoft 365) (CPT Hybrid) - Datafin IT Recruitment

ENVIRONMENT:

RESOLVE complex issues, drive customer outcomes while influencing product improvements, and elevating the capability of the support function as the next Senior Support Consultant wanted by a provider of Tailored Management Software Solutions. Serving as a trusted advisor to customers and internal teams, you will handle escalations and contribute strategically to retention, quality, and continuous improvement. The ideal candidate will need a suitable tertiary qualification or equivalent industry experience with 5+ years’ experience in SaaS product support, technical consulting, or a similar role including 3+ years’ experience with SharePoint Online and Microsoft 365.

DUTIES:

Customer Support -

• Own and resolve complex, high‑impact customer incidents across core product and integrations.
• Collaborate with Product, Engineering, Platform Services or ITOps as Tier 2 teams on complex technical issues to ensure alignment and drive the best possible customer and business outcomes.
• Provide confident, consultative guidance to customers on best practices, product usage.
• Act as a strong customer advocate by capturing and contextualizing customer feedback for use by the Product Management team.
• Flag risks to adoption, satisfaction or renewal to support leadership early, and feed the customer perspective into product and process discussions.

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.
• Help reduce repeat issues by surfacing root causes and ticket trends to support leadership.

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 product‑specific guidance post‑onboarding for customers requiring feature refreshers.
• Build and maintain customer trust during escalations by clearly articulating root cause, resolution approach, and preventative actions.

Support Operations & Deployment Readiness -

• Share in evening shift and standby rotations (worked remotely from home) with the wider Support team, providing senior-level coverage for our worldwide customer base and 24/5 support requirement.
• Act as an escalation point for time‑sensitive or high‑risk issues, ensuring they are managed proactively, resolved effectively, and communicated clearly in collaboration with Tier 2 teams.
• Ensure that assigned issues are appropriately prioritized, escalated, and driven to resolution, particularly where cross‑team coordination is required.
• In rare instances, lead or oversee Smoke Testing during standard and custom deployments to identify and mitigate risks prior to customer go‑live.

Technical Troubleshooting -

• Troubleshoot customer SharePoint Online environments where they affect behavior — permissions, site and library setup, and common misconfigurations.
• Handle complex document and template updates, ensuring quality and consistency.
• Share what you learn with the rest of the Support team so recurring SharePoint issues get resolved faster.

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+ Years’ experience in SaaS product support, technical consulting, or a similar role.
• 3+ Years’ hands-on experience with SharePoint Online and Microsoft 365.
• Excellent written and verbal communication skills, including high‑stakes customer communication.
• Cape Town based, with reliable means of getting to the office on in-office days.

Advantageous –

• Demonstrated ability to operate autonomously at a senior or escalation-tier level; mentoring or coaching experience.
• Working knowledge of Power Automate.

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.

Execution Excellence - Self‑directed and self‑motivated, delivering consistently high standards of work with minimal oversight.

Planning & Organizing - Optimizes the use of time and resources to achieve desired results; demonstrates strong prioritization, attention to detail, and ability to manage multiple priorities effectively.

Influence & Collaboration - Works effectively across teams, influencing outcomes through collaboration and expertise rather than formal authority.