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About QorusDocs

QorusDocs helps organizations create business critical documents more efficiently and accurately. Our software is incredibly powerful but highly intuitive and very easy to use. Even the most non-technical users can quickly create accurate, personalized and compliant documents like proposals, contracts, RFPs, pitches, and reports. QorusDocs runs on Microsoft Azure and integrates with Microsoft Office to enhance document productivity.  Our Support Team ensures our customers across all industries get the most value from our software. Qorus Software has offices in Seattle, London and Cape Town.  

What You Will Do:

The Senior Support Consultant is a trusted advisor and problem solver to customers and internal teams. This role is 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 consultant operates with high autonomy, handles escalations, and contributes strategically to retention, quality, and continuous improvement.

Working location:

• Three in-office days cover working hours in the day.

• Evening work/standby is done remotely and from home.

• Evening work/standby are shared across the team on a rotation, not carried by one person every night. Standby includes weekly built-in rest days with 40 working hours and an average of 11 hours of standby weekly.

Key Responsibilities:

Customer Support:

• Own and resolve complex, high‑impact customer incidents across QorusDocs 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 at QorusDocs.

• 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 QorusDocs 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.

Qualifications & Experience:

• 5+ years’ experience in SaaS product support, technical consulting, or a similar role.

• Demonstrated ability to operate autonomously at a senior or escalation-tier level; mentoring or coaching experience is an advantage.

• 3+ years’ hands-on experience with SharePoint Online and Microsoft 365.

• Working knowledge of Power Automate is a plus.

• Excellent written and verbal communication skills, including high‑stakes customer communication.

• Relevant tertiary qualification or equivalent industry experience.

• Cape Town based, with reliable means of getting to the office on in-office days.

Critical Competencies:

• 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.

Role Impact & Measures of Success:

• Ownership and successful resolution of the most complex and high‑impact customer scenarios, including escalations.

• Reduced recurrence of issues through strong root cause analysis, preventative support practices, and continuous improvement.

• Strong customer trust, demonstrated through effective communication, confidence in guidance provided, and positive customer feedback.

• Recognized within the Support team as a dependable point of escalation.

• Measurable uplift in team capability, service quality, and confidence through mentorship, knowledge sharing, and leadership by example.

Our Story  

Starting as a three-person team based in Cape Town, South Africa in 2012, QorusDocs in a leader in AI-powered pitch, proposal and RFP response software company that is passionate about our customers and partners.  

Led by a team of knowledgeable innovators, we seek to solve the mountain of effort it takes to collaboratively create winning business critical documents. We are inspired by helping teams save time and money with efficient, automated, insightful software.  

QorusDocs is built on a proven set of core values that guide us every day as we strive to provide world-class software , innovation and award-winning customer support.  

• Dedication to Customers  

• Passion for Quality  

• Curiosity and Learning  

• Stronger as a Team