Online Helpdesk

Global One; Cape Town; On-site; ZAR 167,400 - 223,200; Full time

Job summary

A leading global technology firm in Cape Town is seeking a customer service oriented Help Desk Specialist. The role involves providing technical support and ensuring customer satisfaction. Candidates should have a BS degree in IT or Computer Science and strong troubleshooting skills. The position requires proficiency in English and effective communication with clients. Join a dynamic team where your skills will contribute to maintaining high customer service standards.

Qualifications

• Proficiency in English required.
• Experience with help desk software and databases preferred.
• Strong communication and troubleshooting skills are essential.

Responsibilities

• Provide first level contact and resolve customer issues.
• Escalate unresolved queries to the next support level.
• Track and route problems to the appropriate resources.
• Document customer interactions and follow up with them.

Skills

Proficiency in English

Strong client-facing and communication skills

Advanced troubleshooting skills

Multi-tasking skills

Education

BS degree in Information Technology, Computer Science or equivalent

Tools

Help desk software

Databases

Remote control

Job description

We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firms front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Requirements

• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• BS degree in Information Technology, Computer Science or equivalent

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services