Technical Support Specialist

Job Description

We are seeking a dedicated Technical Support Specialist to join our team in Durban. The role involves troubleshooting and resolving client inquiries, ensuring a high level of customer satisfaction. Your critical thinking and communication skills will be key in this position, as you will be the first point of contact for technical issues.

Responsibilities

• Respond to customer inquiries in a timely manner.
• Perform root cause analysis on support tickets.
• Collaborate with development teams to resolve software bugs.
• Provide feedback to improve the user experience.
• Assist in creating training materials for customers.
• Manage escalation of issues to higher-level support.

Requirements

Education

• Bachelor's degree in Computer Science or related field

Experience

• 3+ years of experience in technical support or help desk roles

Technical Skills

• Software Installation
• System Configuration

Soft Skills

• Time Management
• Empathy

Languages

• English: Fluent

Advantageous

• ITIL Certification: This certification demonstrates a strong understanding of IT service management best practices.
• Experience with CRM systems: Familiarity with customer relationship management software to track support interactions.

Benefits

• Health and wellness benefits
• Opportunity for career advancement
• Flexible working hours
• Employee discounts

Company Culture

• Team Spirit: We foster a collaborative environment where team spirit is paramount.
• Work-Life Balance: We prioritize work-life balance and flexible work arrangements.
• Learning Opportunities: Continuous learning is encouraged through workshops and training sessions.