Technical Support Specialist - Customer Focused

Placements24; Riverton (UT); On-site; USD 19,000 - 31,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Opportunities for professional develop

Job summary

Placements24 is seeking a skilled Technical Support Specialist to join a growing tech company in Upington, South Africa. You will diagnose and resolve software and hardware issues, guide customers through troubleshooting steps, and document resolutions for continuous improvement.

The role requires strong communication, knowledge of software applications, OS and networks, and experience with ticketing systems. On-site work in Upington with opportunities for professional growth and development.

Qualifications

• Minimum 3 years in a technical support or helpdesk role focusing on software troubleshooting.
• Strong understanding of software applications, operating systems, and network fundamentals.
• Excellent diagnostic and problem-solving skills with a methodical approach.
• Exceptional written and verbal communication skills, able to explain technical concepts clearly.
• Experience with ticketing systems (Zendesk, ServiceNow) and CRM software.

Responsibilities

• Provide expert technical support to customers experiencing issues with our client's software products.
• Diagnose, troubleshoot, and resolve complex hardware and software problems.
• Guide customers through detailed troubleshooting steps and provide clear, concise instructions.
• Escalate unresolved technical issues to engineering or development teams with thorough documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in CRM and ticketing systems.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
• Identify trends in customer issues and contribute to improving product stability and usability.
• Collaborate with product and engineering teams to report bugs and suggest product enhancements.
• Ensure timely resolution of support tickets in line with SLAs.

Skills

Software troubleshooting

Network fundamentals

Written & verbal communication

Zendesk / ServiceNow

CRM software

Education

Bachelor's degree in Computer Science or Information Technology or related field

Tools

Zendesk / ServiceNow

CRM software

Job description

About the Role

Our client, a rapidly growing technology company, is seeking a highly skilled and customer-oriented Technical Support Specialist to join their dedicated team in Upington, Northern Cape. This role is critical in providing expert technical assistance and ensuring our clients receive exceptional support for our client's innovative software solutions. You will be responsible for diagnosing complex technical issues, troubleshooting problems, and guiding users towards effective resolutions. We are looking for a proactive, analytical individual with outstanding communication skills and a passion for technology. This position offers a significant opportunity to contribute to a leading tech firm and advance your career in technical support within a dynamic and forward-thinking environment. The ideal candidate will be committed to delivering first-class customer service and possess a deep understanding of technical challenges.

Key Responsibilities

• Provide expert technical support to customers experiencing issues with our client's software products.


• Diagnose, troubleshoot, and resolve complex hardware and software problems.


• Guide customers through detailed troubleshooting steps and provide clear, concise instructions.


• Escalate unresolved technical issues to the appropriate engineering or development teams, providing thorough documentation.


• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM and ticketing systems.


• Develop and update knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.


• Proactively identify trends in customer issues and contribute to improving product stability and usability.


• Collaborate with product and engineering teams to report bugs and suggest product enhancements.


• Ensure timely resolution of support tickets in line with established service level agreements (SLAs).


• Contribute to a positive and collaborative team environment, sharing knowledge and best practices.

Requirements

• Minimum of 3 years of experience in a technical support or helpdesk role, with a focus on software troubleshooting.


• Strong understanding of software applications, operating systems, and network fundamentals.


• Excellent diagnostic and problem-solving skills, with a methodical approach.


• Exceptional written and verbal communication skills, adept at explaining technical concepts clearly.


• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.


• Ability to manage time effectively and prioritize tasks in a fast-paced, deadline-driven environment.


• A strong customer-centric attitude and a commitment to delivering outstanding service.


• Experience in the tech industry or with SaaS products is highly desirable.


• Must be based in or willing to relocate to Upington, Northern Cape for this on-site role.


• Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.

Benefits

Our client offers a competitive salary package and a comprehensive benefits program, including medical aid, a retirement fund, and opportunities for professional development.

• Medical aid


• A retirement fund


• Opportunities for professional development

Employees will work in a modern facility located in Upington, Northern Cape, and be part of an innovative company culture. We are committed to fostering employee growth through continuous training and support. This role is primarily on-site, offering a structured and collaborative work environment. Further details on compensation and benefits will be discussed during the interview process.