Technical Support Specialist

Job Description

We are looking for a skilled Technical Support Specialist to join our team in East London. You will be the first point of contact for customers, providing technical assistance and resolving issues. The ideal candidate will have experience in troubleshooting hardware and software problems, along with excellent communication skills.

Responsibilities

• Resolve customer complaints and queries in a timely manner.
• Provide training to customers on product usage and best practices.
• Gather customer feedback to improve products and services.
• Perform system upgrades and maintenance as needed.
• Coordinate with other departments to enhance customer experience.
• Engage in regular team meetings to share insights and strategies.
• Assist in the creation of training materials for new hires.

Requirements

Education

• Diploma in IT or equivalent
• Degree in Information Technology is an advantage

Experience

• 3-5 years of experience in technical support

Technical Skills

• Technical Support Software
• Operating Systems
• Remote Support Tools

Soft Skills

• Empathy
• Adaptability

Certifications

• CompTIA A+

Languages

• English: Fluent
• isiXhosa: Conversational

Advantageous

• Knowledge of ITIL framework: Familiarity with IT service management best practices.
• Experience in a call center environment: Prior experience in a high-volume call center for technical support.

Benefits

• Competitive salary packages with performance bonuses
• Comprehensive health insurance
• Annual leave and sick leave
• Opportunity for growth and advancement within the company

Company Culture

• Customer-Centric: We prioritise customer satisfaction and go the extra mile to ensure our clients are supported.
• Team Collaboration: Our team works closely together, sharing knowledge and resources to enhance our services.
• Innovation: We encourage creativity and innovation in all aspects of our work.