Technical Support Engineer

Job Description

As a Technical Support Engineer in Johannesburg, you will play an essential role in resolving customer issues related to our software products. We need someone who is passionate about technology and has a knack for troubleshooting. The ideal candidate will demonstrate expertise in technical support, act as a liaison between the customer and our development teams, and ensure quick resolution of queries.

Responsibilities

• Offer high-level customer support via email, phone, and chat.
• Identify recurring issues and suggest solutions for product enhancement.
• Collaborate with cross-functional teams to resolve advanced problems.
• Provide insights on user experience to the product team.
• Ensure timely follow-up with customers to verify issue resolution.
• Generate reports on user feedback and support trends.
• Contribute to internal training sessions for new staff.
• Assist with software installations and configurations.
• Participate in customer feedback sessions to gather insights.
• Maintain a positive attitude amidst challenging support cases.

Requirements

Education

• Bachelor's degree in Information Technology or related field

Experience

• 3+ years of experience in technical support

Technical Skills

• SQL
• Cloud Services

Soft Skills

• Teamwork
• Adaptability

Languages

• English: Fluent
• Sotho: Basic

Advantageous

• Certification in ITIL: Knowledge of IT service management best practices.
• Experience with remote support tools: Familiarity with tools used for remote assistance.

Benefits

• Competitive salary package
• Health insurance and employee wellness programs
• Flexible working hours
• Opportunities for professional development

Company Culture

• Team Spirit: We believe in collaboration and fostering a supportive team environment.
• Innovation Driven: Our culture encourages fresh thinking and innovative solutions.
• Commitment to Development: We support continuous learning and growth among our staff.