Technical Support Specialist

Job Description

We are seeking a Technical Support Specialist to join our Johannesburg team. In this role, you'll provide technical assistance to clients, troubleshooting hardware and software issues while ensuring excellent customer satisfaction. Your technical expertise will help us deliver first-rate support in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for escalated technical issues.
• Develop and implement support procedures to improve efficiency.
• Work closely with engineering teams to deliver effective solutions.
• Monitor support metrics and strive to meet performance targets.
• Enhance customer satisfaction through effective communication and problem resolution.
• Participate in ongoing training and development programs.

Requirements

Education

• Degree in Computer Science, Information Technology or related field
• Relevant professional certifications are a plus

Experience

• 3+ years of experience in a technical support or customer service role

Technical Skills

• Software Troubleshooting
• Remote Support Tools

Soft Skills

• Customer Service
• Adaptability

Certifications

• ITIL Foundation
• CompTIA Network+

Languages

• English: Fluent

Advantageous

• Knowledge of VoIP technologies: Experience with Voice over Internet Protocol technologies for troubleshooting communication issues.
• Experience with Help Desk Software: Familiarity with help desk and ticketing systems for effective issue tracking.

Benefits

• Health insurance coverage with additional wellness programs
• Annual leave and paid time off
• Opportunities for professional development and training
• Employee discounts on company products and services

Company Culture

• Employee Focus: We prioritize our employees' well-being and professional growth, offering plenty of support.
• Diversity: We celebrate diversity and actively create an inclusive workplace for all.
• Community Engagement: We value our role in the community and encourage staff involvement in local initiatives.