Technical Support Specialist

Job Description

Join our vibrant team in Durban as a Technical Support Specialist. You'll be responsible for assisting our customers with technical queries, providing solutions, and ensuring that their experience with our services is seamless and positive.

Responsibilities

• Field inquiries from customers and provide tailored technical solutions.
• Identify and escalate complex issues to senior technical staff as needed.
• Create and maintain technical documentation and user guides for client reference.
• Perform regular follow-ups to ensure customer satisfaction post-interaction.
• Collaborate with peers to develop continuous improvement strategies.
• Participate in training sessions to strengthen product knowledge and support skills.
• Assist in the creation of reporting metrics to gauge customer satisfaction levels.

Requirements

Education

• Diploma in Computer Science or related field
• Bachelor's degree in a tech field is preferred

Experience

• 3+ years of experience in customer support with a technical focus

Technical Skills

• Technical Support Tools
• Network Troubleshooting

Soft Skills

• Adaptability
• Empathy

Languages

• English: Fluent

Advantageous

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

Benefits

• Attractive remuneration package with bonuses based on performance
• Healthcare and wellness benefits inclusive of mental health resources
• Career advancement opportunities with training programs
• Work-life balance with flexible schedules

Company Culture

• Innovation Focus: We encourage innovative thinking and provide the tools for our team to excel.
• Customer-Centric Approach: Our primary focus is on delivering unmatched customer experiences through expert support.
• Respect for Each Other: We cultivate an environment of respect and open communication among all team members.