Customer Support Engineer

InfyStrat Software Services; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

A leading company in software services is seeking a passionate Customer Support Engineer to join their team in Johannesburg. You will be the first point of contact for clients, ensuring they receive exceptional support for product usage. This role involves troubleshooting, documentation, collaboration with engineering teams, and providing customer training to enhance satisfaction and product familiarity.

Qualifications

• 2+ years of experience in technical support or customer service roles.
• Strong problem-solving skills with a strong understanding of software applications.
• Ability to work independently and in a team in a fast-paced environment.

Responsibilities

• Respond to customer inquiries through various communication channels.
• Diagnose issues and provide effective solutions or escalate as necessary.
• Conduct training sessions and create user-friendly documentation for customers.

Skills

Problem-solving

Communication

Technical Support

Education

Bachelor's degree in Computer Science or related discipline

Tools

CRM tools

Customer support software

Job description

InfyStrat is looking for an enthusiastic Customer Support Engineer to join our dynamic team. As a Customer Support Engineer, you will serve as the first point of contact for our clients' technical needs, ensuring they receive the support they require for optimal use of our products. Your primary responsibilities will include troubleshooting technical issues, providing timely resolutions, and educating customers on best practices. We are dedicated to fostering a collaborative environment where you can grow professionally while helping our customers achieve their goals.

Key Responsibilities

• Respond promptly to customer inquiries through various communication channels
• Diagnose issues and provide effective solutions or escalate as necessary
• Maintain accurate records of customer interactions and document solutions for future reference
• Work closely with product and engineering teams to report and resolve complex problems
• Conduct training sessions and create user-friendly documentation for customers
• Gather feedback from customers to enhance support offerings and overall customer satisfaction
• Stay informed on product updates, features, and industry trends to provide informed assistance
  
  
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related discipline
• 2+ years of experience in technical support or customer service roles
• Strong problem-solving skills with a deep understanding of software applications
• Exceptional communication skills, both written and verbal
• Proficiency in customer support software and CRM tools
• Ability to work independently and as part of a team in a fast-paced environment
• Familiarity with network protocols, databases, and programming is an advantage