Client Support Analyst - Johannesburg - Service Desk Analyst

Job Description

We are seeking a dedicated Client Support Analyst to join our vibrant team in Johannesburg. This role involves providing exceptional customer service, managing inquiries, and troubleshooting issues efficiently. You'll play a vital role in ensuring client satisfaction and maintaining high service standards.

Responsibilities

• Handle customer inquiries efficiently, providing accurate information.
• Utilize support tools to assist clients and manage tickets effectively.
• Work with cross-functional teams to resolve client issues.
• Monitor support channels and respond promptly to client requests.
• Compile reports on customer interactions for management analysis.
• Help enhance client knowledge by providing tips and resources.
• Participate in training sessions and workshops to enhance skills.
• Contribute to the development of support documentation and FAQs.

Requirements

Education

• Bachelor's degree in IT or relevant field is preferred

Experience

• 3+ years of experience in a support role with a tech company

Technical Skills

• Remote Support Software
• Network Troubleshooting

Soft Skills

• Adaptability
• Teamwork

Certifications

• Zendesk Support Administrator
• Help Desk Institute Certification

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Familiarity with ITSM frameworks: Experience in IT Service Management frameworks like ITIL.
• Project Management Skills: Basic skills in project management and administration.

Benefits

• Comprehensive medical and dental cover
• Generous leave policies including a wellness day
• Opportunities for professional development
• Performance bonuses based on KPIs

Company Culture

• Innovation: A forward-thinking environment where new ideas are welcomed.
• Work-Life Balance: We value the well-being of our employees and promote a healthy work-life balance.
• Supportive Environment: Our workforce is supportive, with mentorship and guidance available.