Customer Support Engineer

HuntWave Technologies; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading technology firm in Johannesburg is looking for a Customer Support Engineer to provide critical technical assistance and support. Responsibilities include troubleshooting product-related issues, maintaining customer communication, and assisting with product installation. A Bachelor's degree in engineering or computer science is required, along with strong knowledge of CCTV systems. This role demands excellent communication skills and flexibility for shift work.

Qualifications

• Strong technical knowledge of CCTV systems, including hardware and software components.
• Knowledge of networking concepts and protocols is a plus.
• Flexibility to work in shifts or on-call as needed.

Responsibilities

• Provide expert technical support to customers via various communication channels.
• Assist in installation and configuration of products and software.
• Diagnose and resolve customer issues, including hardware and software problems.

Skills

Technical knowledge of CCTV systems

Excellent communication skills

Interpersonal skills

Fluency in English

Education

Bachelor's degree in electrical engineering, computer science, or a related field

Job description

The Customer Support Engineer plays a critical role in ensuring customer satisfaction by providing technical assistance and support to customers experiencing product-related issues. This position involves troubleshooting, problem resolution, and effective communication with customers to ensure their technical needs are met.

Responsibilities

• Provide expert technical support to customers via various communication channels (phone, email, chat, etc.).
• Assist in installation and configuration of our products and software.
• Diagnose and resolve customer issues, including hardware and software problems, system configuration, and network-related issues.
• Maintain detailed records of customer interactions, including problem descriptions, troubleshooting steps, and solutions provided.
• Develop and maintain an in-depth understanding of the company's products and services to effectively assist customers.
• Properly escalate unresolved issues to appropriate internal teams for higher-level support or development teams and follow up to ensure timely resolution.
• Gather customer feedback.

Qualifications

• Strong technical knowledge of CCTV systems, including hardware and software components.
• Knowledge of networking concepts and protocols is a plus.
• Flexibility to work in shifts or on-call as needed.
• Willingness to stay updated on new product features and industry trends.

Key Skills

• Fluent in English
• Bachelor's degree in electrical engineering, computer science, or a related field (or equivalent work experience)
• Excellent communication and interpersonal skills.