Technical Support Analyst

Job Description

We are seeking a Technical Support Analyst to join our dedicated team in Durban. The ideal candidate will have a knack for troubleshooting and a passion for customer service, helping clients resolve technical issues promptly. In this role, you will be responsible for providing frontline support via phone, email, and chat.

Responsibilities

• Manage customer inquiries with empathy and professionalism.
• Track and analyze support metrics to improve service delivery.
• Collaborate with cross-functional teams on product enhancements.
• Assist in maintaining support documentation and procedures.
• Provide feedback to management regarding trends in customer issues.

Requirements

Education

• Degree in Computer Science or equivalent
• Technical certifications like ITIL are preferred

Experience

• 3+ years of experience in IT support roles

Technical Skills

• Remote support tools
• Customer relationship management (CRM) systems

Soft Skills

• Problem-solving
• Adaptability

Certifications

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

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Familiarity with programming languages: Basic understanding of HTML/CSS or scripting can be beneficial.
• Technical writing experience: Ability to create clear support documentation and user guides.

Benefits

• Excellent health and wellness benefits
• Retirement plan with matching contributions
• Generous holiday leave and paid time off
• Professional development and growth opportunities

Company Culture

• Continuous Improvement: We empower our employees to continuously grow and develop their skills.
• Supportive Environment: Our management supports work-life balance and employee well-being.
• Fun and Friendly Culture: We maintain a fun, dynamic culture that encourages team bonding and creativity.