Technical Support Specialist

Job Description

We are looking for a Technical Support Specialist to join our vibrant team in Johannesburg. This role involves utilizing your technical knowledge to assist customers with product-related issues, ensuring swift and effective resolutions to enhance user experience. You will work closely with various teams to triage and escalate complex issues. If you have a passion for technology and a knack for problem-solving, we want to hear from you!

Responsibilities

• Act as the first point of contact for technical inquiries.
• Provide timely resolutions to customer queries and escalations.
• Generate reports on customer feedback and support trends.
• Engage in continuous learning to improve product knowledge.
• Assist in onboarding new support team members.
• Ensure compliance with service level agreements (SLAs).
• Work on special projects as required by the management.
• Collaborate with marketing to share customer insights.

Requirements

Education

• Bachelor's degree in Computer Science or related field is preferred

Experience

• 3+ years of experience in technical support or help desk environment

Technical Skills

• Remote Support Tools
• Networking
• Software Installation

Soft Skills

• Empathy
• Adaptability

Certifications

• Cisco Certified Network Associate (CCNA)
• Service Desk Institute (SDI) Certification

Languages

• English: Fluent

Advantageous

• Knowledge of Cloud Services: Experience with cloud technology and services such as AWS or Azure.
• Bilingual Skills: Ability to communicate effectively in both English and Afrikaans.

Benefits

• Comprehensive health, dental, and vision coverage.
• Paid time off and holidays.
• Employee training programs.
• Access to wellness resources.

Company Culture

• Continuous Improvement: We focus on continuous improvement, providing opportunities for training and advancement.
• Employee Recognition: We celebrate achievements and recognize the hard work of our team members.
• Community Involvement: We engage in community service and encourage our employees to give back.