Technical Support Specialist

Job Description

We are seeking a Technical Support Specialist to join our team in Durban. The successful candidate will be responsible for troubleshooting technical issues, providing excellent customer service, and ensuring timely resolution of client requests. This role requires strong communication skills and a keen understanding of technical support processes.

Responsibilities

• Handle customer inquiries, providing technical solutions in a timely manner.
• Log all support interactions accurately within the help desk system.
• Engage in team meetings to discuss customer feedback and improve support.
• Help develop strategies to improve customer service levels.
• Assist in building a library of support resources for both the team and customers.
• Maintain a high level of knowledge regarding product features and updates.
• Facilitate customer feedback sessions to gather insights for better service delivery.

Requirements

Education

• Diploma in IT or related field
• Higher qualification such as a degree in Information Technology is preferred

Experience

• 3+ years of experience in a customer-facing technical support role

Technical Skills

• Mac OS
• Database Management
• Cloud Services

Soft Skills

• Critical Thinking
• Adaptability
• Conflict Resolution

Certifications

• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Familiarity with mobile device support: Experience supporting mobile platforms and applications.
• Knowledge of VoIP technologies: Basic understanding of VoIP and telecommunications for customer support.

Benefits

• Robust health and dental insurance
• Paid time off and public holidays
• Professional development opportunities
• Employee assistance programs

Company Culture

• Diversity and Inclusion: We celebrate diversity and foster an inclusive environment for all employees.
• Team Spirit: Enjoy team-building activities and an overall spirit of collaboration among colleagues.