Technical Support Specialist

Job Description

We are seeking a skilled Technical Support Specialist to provide top-notch technical assistance to our clients. Your role will involve troubleshooting hardware and software issues, guiding users through step-by-step solutions, and ensuring excellent customer satisfaction.

Responsibilities

• Respond to technical inquiries and provide solutions.
• Assist in software updates and releases.
• Monitor and manage support queue to prioritize tasks.
• Perform root cause analysis on recurring issues.
• Keep track of customer feedback for service improvement.
• Deliver IT orientation for new clients.

Requirements

Education

• Technical diploma or equivalent qualification
• Bachelor's degree in IT or related field is a plus

Experience

• 3+ years of experience in a technical support capacity

Technical Skills

• Linux Operating Systems
• Cloud Computing

Soft Skills

• Customer Service
• Time Management

Certifications

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

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Knowledge of CRM Software: Experience with customer relationship management software to track support interactions.
• Previous Experience in a Helpdesk Role: Prior work experience in a helpdesk environment is a plus.

Benefits

• Comprehensive health benefits including dental and vision.
• Flexible working hours with remote options available.
• Annual training budget for career growth.
• Employee recognition and awards program.

Company Culture

• Customer Commitment: We prioritize our customers' needs and strive to exceed their expectations.
• Innovation Focus: We encourage innovative thinking and embrace new ideas to drive company success.
• Work-Life Balance: We understand the importance of work-life balance and promote a healthy work culture.