Associate Technical Support Engineer - Cloud & Networking

Mimecast Limited

South Africa

On-site

ZAR 320,000 - 456,000

Full time

4 days ago

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Job summary

Mimecast Limited is seeking a highly motivated Associate Technical Support Engineer to join our global support team. You will provide first-line technical support to customers using Mimecast products, addressing queries via phone and email, and delivering timely resolutions.

You will analyze symptoms, diagnose root causes, and implement solutions while documenting interactions in our ticketing system. Escalations follow defined procedures to ensure prompt outcomes, and you will stay up to date

Qualifications

Experience in a customer focused role and a customer-focused attitude.
Experience of working in a fast-paced environment.
Good communication skills both over the phone and via e-mail.
Self-motivation and team player skills.

Responsibilities

Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution.
Respond to customer inquiries and troubleshoot technical issues via phone or email, providing clear and concise explanations and instructions.
Analyze symptoms, diagnose root causes, and implement solutions using best practices to resolve customer problems.
Escalate complex technical issues to higher-level support or development teams as needed, ensuring timely resolution. Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system.