Technical Support Specialist

Job Description

We are searching for a Technical Support Specialist who will play a critical role in ensuring our customers receive top-notch support. The successful candidate will have strong problem-solving skills and a passion for technology, helping clients resolve their technical issues efficiently.

Responsibilities

• Respond to customer inquiries with accurate and timely information.
• Utilize ticketing systems for tracking and managing support requests.
• Stay updated on product features and updates to provide effective support.
• Engage in continuous learning to improve technical acumen.
• Conduct follow-ups with clients to ensure issue resolution and satisfaction.

Requirements

Education

• Higher Certificate in IT Support
• Bachelor's degree in Computer Science or related field is an advantage

Experience

• 3+ years of experience in technical support roles

Technical Skills

• Customer Relationship Management (CRM) Software
• Remote Support Tools

Soft Skills

• Analytical Skills
• Adaptability

Certifications

• CompTIA A+
• ITIL Foundations Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Knowledge of database systems (e.g., MySQL, MS SQL): Ability to assist clients with database-related issues.
• Proficiency in programming languages (e.g., Python, Java): Helpful for understanding client issues and providing better solutions.

Benefits

• Comprehensive medical aid and retirement savings plan.
• Incentive bonuses based on performance and contributions.
• Generous leave policies and public holiday observances.
• Ongoing personal and professional development support.

Company Culture

• Continuous Learning: We prioritise professional growth and provide opportunities for continuous learning and skills development.
• Employee Recognition: We celebrate our employees' successes and contributions, fostering a culture of acknowledgement and appreciation.
• Work-Life Balance: We support our employees in achieving a healthy work-life balance to ensure well-being and productivity.