Technical Support Specialist

Job Description

As a Technical Support Specialist, you will be the first point of contact for our clients seeking technical assistance. Your role will involve troubleshooting issues, guiding users through solutions, and collaborating with the IT team to enhance support efficiency.

Responsibilities

• Assist users with software installation and setup.
• Monitor support tickets and ensure timely resolution.
• Respond to customer inquiries about product specifications.
• Create and maintain user guides and FAQs.
• Support the sales team by answering product-related questions.
• Engage in continuous learning to improve product knowledge.

Requirements

Education

• Diploma in IT or related field
• Relevant certifications preferred

Experience

• 3-5 years of experience in a technical support role

Technical Skills

• Remote Support Tools
• Database Understanding
• Software Installation

Soft Skills

• Analytical Thinking
• Teamwork

Certifications

• Cisco Certified Network Associate (CCNA)
• ITIL Foundation Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience in a helpdesk environment: Previous work in a helpdesk support role is advantageous.
• Knowledge of CRM software: Experience using customer relationship management tools.

Benefits

• Comprehensive health insurance
• Annual leave plus public holidays
• Employee wellness programs
• Opportunities for advancement within the company

Company Culture

• Innovation Driven: We encourage innovative solutions and celebrate creative thinking.
• Employee Recognition: We recognize and reward the hard work and achievements of our employees.
• Flexible Work Culture: We promote work-life balance with flexibility in schedules and remote work options.