Technical Support Specialist

Job Description

We are seeking an experienced Technical Support Specialist in Pretoria who will troubleshoot and resolve technical issues for our clients. Your role will involve direct communication with customers to provide advice, support, and solutions to their technical challenges.

Responsibilities

• Manage and resolve customer inquiries in a timely and professional manner.
• Perform regular system checks to ensure optimal performance.
• Implement solutions for recurring issues to enhance customer satisfaction.
• Coordinate with third-party vendors for repairs and services.
• Ensure compliance with company policies and procedures.
• Collaborate with the IT department to suggest improvements.
• Keep track of customer feedback to inform service improvements.
• Contribute to the development of user manuals and support materials.
• Assist management in the evaluation of customer service performance.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Certifications in technical support is advantageous

Experience

• 3+ years of experience in technical support

Technical Skills

• Troubleshooting and problem resolution
• Remote support tools

Soft Skills

• Empathy
• Adaptability

Certifications

• CompTIA Network+
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with VoIP systems: Knowledge of Voice over IP technologies to assist with troubleshooting phone systems.
• Background in IT project management: Experience managing IT projects and understanding project lifecycle.

Benefits

• Comprehensive health insurance plans
• Annual performance bonuses
• Professional development opportunities
• Work-from-home options available

Company Culture

• Continuous Improvement: We are committed to ongoing training and development for all employees.
• Work-Life Balance: We encourage our employees to maintain a healthy work-life balance.
• Customer Focus: Our primary goal is to provide exceptional support and service to our customers.