Technical Support Specialist

Job Description

We are searching for a motivated Technical Support Specialist to join our Bloemfontein team. The successful candidate will be responsible for assisting customers with technical issues, diagnosing software and hardware problems, and providing effective solutions to enhance user satisfaction. You'll be the first point of contact for our customers, offering support via phone, email, and chat.

Responsibilities

• Act as a liaison between customers and technical teams to address complex issues.
• Manage and follow up on outstanding support tickets until resolved.
• Contribute to team goals by meeting performance metrics and KPIs.
• Engage in ongoing training to enhance personal skills and knowledge.
• Help ensure compliance with company policies and procedures.

Requirements

Education

• Certificate in IT Support or related field
• Bachelor's degree in a relevant discipline is preferred

Experience

• 3+ years of experience in a technical support role

Technical Skills

• Remote Support Tools
• Operating Systems

Soft Skills

• Empathy
• Teamwork

Certifications

• ITIL Foundation Certificate

Languages

• English: Fluent
• Sesotho: Conversational

Advantageous

• Experience in remote IT support: Background in providing technical assistance through remote support tools.
• Familiarity with ticketing systems: Experience using help desk ticketing systems for tracking customer issues.

Benefits

• Comprehensive health and retirement plans
• Flexible work schedules
• Paid time off and holidays
• Supportive work environment with team-building activities

Company Culture

• Innovation: We prioritize fresh ideas and innovative approaches to problem-solving.
• Employee Recognition: We recognize and celebrate the contributions of our team members.
• Community Involvement: We encourage employee participation in community service and outreach programs.