Technical Support Specialist

Placements24; Mossel Bay; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Professional development

Paid time off

Coastal location

Job summary

Placements24 in Mossel Bay is seeking a highly skilled Technical Support Specialist to join our client’s team, providing advanced technical assistance to customers and resolving complex issues. You will work closely with engineering and product teams to diagnose and troubleshoot problems, ensuring high customer satisfaction and product reliability.

You will collaborate with engineering, document solutions, and deliver remote or on-site training.

Qualifications

• Proven experience as a Technical Support Specialist or similar role.
• Strong troubleshooting for hardware, software and network issues.
• Excellent written and verbal communication; able to explain technical concepts clearly.
• Experience with CRM software and support ticketing systems.

Responsibilities

• Provide advanced technical support and troubleshooting for customer issues via phone, email, and ticketing systems.
• Diagnose, document, and resolve complex technical problems, escalating when necessary.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Create and maintain technical documentation, knowledge base articles, and FAQs for customer reference.
• Conduct remote or on-site training sessions for customers on product usage and troubleshooting.
• Analyze support trends to identify product improvements and training needs.

Skills

Technical support

Troubleshooting

CRM software

Ticketing systems

Communication

Analytical thinking

Education

Degree in Computer Science or related field

Tools

CRM software

Ticketing systems

Network troubleshooting

Job description

About the Role

Our client is seeking a highly skilled and motivated Technical Support Specialist to join their team in Mossel Bay . This role is integral to providing advanced technical assistance to customers, resolving complex issues related to our client's products and services. You will work closely with engineering and product teams to diagnose and troubleshoot technical problems, ensuring a high level of customer satisfaction and product reliability. This is an excellent opportunity for a dedicated technical professional to contribute to a growing company in a vital support role.

Key Responsibilities

• Provide advanced technical support and troubleshooting for customer issues via phone, email, and ticketing systems.
• Diagnose, document, and resolve complex technical problems, escalating when necessary.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Create and maintain technical documentation, knowledge base articles, and FAQs for customer reference.
• Conduct remote or on-site training sessions for customers on product usage and troubleshooting.
• Analyze support trends to identify product improvements and training needs.

Requirements

• Proven experience as a Technical Support Specialist or similar role, with a strong technical background.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent analytical and problem-solving skills, with a methodical approach.
• Strong written and verbal communication skills, capable of explaining technical concepts to non-technical users.
• Experience with CRM software and support ticketing systems.
• A relevant technical certification or degree in Computer Science or a related field is advantageous.

Benefits

• Competitive annual salary with performance-based incentives.
• Comprehensive medical, dental, and retirement benefits.
• Opportunities for professional development and skill enhancement.
• Paid time off and company holidays.
• A dynamic and collaborative work environment in a scenic coastal location.