Customer Support Engineer - Richards Bay

Placements24; Mtubatuba Local Municipality; Híbrido; ZAR 450.000 - 700.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary package

Medical aid

Provident fund

Descripción de la vacante

Placements24 is seeking a skilled Customer Support Engineer to join the technical support division. The role involves troubleshooting complex hardware and software issues, providing solutions, and acting as a liaison between customers and engineering teams in a hybrid setup at Richards Bay, KwaZulu-Natal.

Ideal candidates have a strong technical aptitude, 4+ years in technical or customer support engineering, and excellent communication skills to clearly convey complex concepts.

Formación

• Bachelor's degree in CS, Engineering, or related field.
• At least 4 years in technical or customer support engineering.
• Strong analytical and problem-solving abilities.
• Experience with diagnostic tools and ticketing systems.
• Excellent verbal and written communication; able to explain technical concepts.

Responsabilidades

• Provide advanced technical support to customers via multiple channels (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Replicate customer issues in a test environment for analysis and resolution.
• Document all technical issues, troubleshooting steps, and resolutions accurately.
• Collaborate with R&D and engineering teams to identify product bugs and improvements.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Assist in the training of junior support staff on technical aspects of products.
• Manage customer expectations and provide regular updates on issue status.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of all assigned technical support tickets.

Conocimientos

Analytical problem solving

Ticketing systems

Diagnostic tools

Communication skills

Hybrid work experience

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

Ticketing systems

Diagnostic tools

Descripción del empleo

About the Role

Our client is seeking a skilled and motivated Customer Support Engineer to join their technical support division. This role is integral to providing high-level technical assistance and ensuring customer satisfaction with our client's innovative products. You will be involved in troubleshooting complex technical issues, providing solutions, and acting as a key liaison between customers and the engineering teams. This position operates on a hybrid work model, allowing for a balance between collaborative on-site work in Richards Bay, KwaZulu-Natal , and the flexibility of remote work. We are looking for an individual with a strong technical aptitude and a passion for problem-solving, who can contribute to our client's reputation for excellent service and product support. This is an exciting opportunity to grow your career in a technically challenging and rewarding environment.

Key Responsibilities

• Provide advanced technical support to customers via multiple channels (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Replicate customer issues in a test environment for analysis and resolution.
• Document all technical issues, troubleshooting steps, and resolutions accurately.
• Collaborate closely with R&D and engineering teams to identify product bugs and improvements.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Assist in the training of junior support staff on technical aspects of products.
• Manage customer expectations and provide regular updates on issue status.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of all assigned technical support tickets.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• Minimum of 4 years of experience in a technical support or customer support engineering role.
• Strong understanding of (mention relevant technologies, e.g., network protocols, operating systems, specific software).
• Excellent analytical and problem-solving skills.
• Proficiency with diagnostic tools and ticketing systems.
• Effective communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and as part of a collaborative team.
• Experience working in a hybrid work environment.
• Must be able to commute to our Richards Bay, KwaZulu-Natal office.
• A proactive and customer-focused attitude.

Benefits

• Competitive salary package.
• Comprehensive medical aid.
• A provident fund.
• Significant opportunities for professional development and advanced training in cutting-edge technologies.

Employees benefit from the flexibility of a hybrid work arrangement, promoting a healthy work-life balance.

Join a team that is passionate about technology and dedicated to customer success.

This role provides a challenging yet rewarding career path within a reputable organization, offering stability and growth.