Technical Support Engineer

Job Description

As a Technical Support Engineer, you'll be the first line of support for our clients in Cape Town. Your expertise will help in diagnosing and resolving technical issues while enhancing customer relationships and satisfaction.

Responsibilities

• Assist customers with technical issues related to software and hardware.
• Provide feedback to the product development team based on customer inquiries.
• Manage and prioritize support requests efficiently.
• Update and maintain customer records and support tickets.
• Prepare reports on support metrics and suggest improvements.
• Participate in team meetings to discuss ongoing issues and solutions.
• Educate customers on product features and best practices.
• Ensure customers have a seamless experience with our products.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• Relevant certifications (e.g., CompTIA, Cisco) are a plus

Experience

• 3+ years of experience in a technical support role

Technical Skills

• Technical Troubleshooting
• Customer Service Skills

Soft Skills

• Communication
• Problem-solving

Certifications

• ITIL Certification
• CompTIA A+

Languages

• English: Fluent

Advantageous

• Experience with CRM software: Familiarity with customer relationship management tools to improve client interactions.
• Knowledge of network configurations: Understand basic networking concepts to assist with connectivity issues.

Benefits

• Medical aid and pension benefits
• Paid time off and sick leave
• Continuous learning opportunities
• Flexible working hours

Company Culture

• Team Collaboration: We value teamwork and collaboration, fostering an inclusive environment for all.
• Innovation: We encourage innovative thinking to improve our services and solutions.
• Supportive Environment: We provide a supportive workplace where employees can grow and thrive.