Customer-Focused Technical Support Engineer (Associate)

Mimecast Limited; Johannesburg; On-site; ZAR 320,000 - 380,000; Full time

Job summary

Mimecast Limited is hiring an Associate Technical Support Engineer to join its global support team. You will provide first-line technical support to customers using Mimecast products, respond to queries, troubleshoot issues by phone and email, and help diagnose root causes.

You will maintain ticket records, stay updated on product knowledge, escalate when needed, and contribute to knowledge base articles. A customer-focused attitude and strong communication skills are essential in a fast-paced

Qualifications

• Experience in a customer-focused role.
• Experience in a fast-paced environment.
• Good communication skills over phone and email.
• Self-motivation and team-player mindset.
• Understanding of internet fundamentals, network routing and email delivery.
• Excellent verbal and written communication.

Responsibilities

• Provide first-line technical support to customers using Mimecast products.
• Respond to inquiries via phone or email, with clear explanations.
• Analyze symptoms, diagnose root causes, and implement solutions.
• Escalate complex issues to higher-level support or development teams.
• Document customer interactions and solutions in a ticketing system.
• Stay up to date with product knowledge and new features.
• Provide customers with links to relevant Knowledge Base articles.
• Contribute to refining knowledge base articles, FAQs, and user guides.
• Identify trends and patterns in customer issues, suggesting improvements.

Skills

Customer-focused

Communication skills

Teamwork

Problem-solving

Time management

Adaptability

Continuous learning

Interpersonal skills

Tools

Active Directory

Azure

Google Directory

Job description

Mimecast Limited is hiring an Associate Technical Support Engineer to join its global support team. You will provide first-line technical support to customers using Mimecast products, respond to queries, troubleshoot issues by phone and email, and help diagnose root causes.

You will maintain ticket records, stay updated on product knowledge, escalate when needed, and contribute to knowledge base articles. A customer-focused attitude and strong communication skills are essential in a fast-paced