Technical Support Specialist

Scytale; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A cybersecurity compliance company in Sandton is seeking a Technical Support Specialist to provide tier 1 technical support and documentation for clients. Ideal candidates will have experience in a SaaS environment, be native English speakers, and possess a proactive attitude. Join us to innovate and grow in a supportive and collaborative environment.

Benefits

Access to courses and mentorship

Team events and celebrations

Relaxation room

Qualifications

• 1+ year experience as a technical support and post solution engineer in a SaaS company.
• Ability to write and present articulated documentation and processes.
• Ability to work collaboratively in a fast-paced environment.

Responsibilities

• Provide exceptional tier 1 technical support to clients.
• Utilize ticketing tools to track and manage client issues.
• Establish and maintain positive relationships with clients.

Skills

Native English speaker

Proactive self-starter

Ability to manage multiple projects

Experience with ticketing tools

Education

Bachelor's/IT related qualification

Information Security certification

Tools

Jira

Zendesk

Intercom

Job description

Overview

Scytale is looking for Technical Support Specialists to join our team! Scytale.ai is a cyber risk start-up on a mission to make SaaS security compliance smart, effortless, and simple. We work tirelessly to create an automated end-to-end solution for startups and tech enterprises that struggle with meeting security audit demands. Scytale.ai is backed by VAT IT Group, which has served over 15,000 customers worldwide, including numerous fortune 500 companies for over 20 years.

Requirements

• +1 year experience as a technical support and post solution engineer in a SaaS company - Advantage.
• Ability to write and present articulated documentation and processes.
• Managing multiple projects and meeting deadlines by using tech tools.
• Native English speaker with excellent verbal and written skills.
• Proactive self-starter with a solution-focused and positive attitude.
• An independent, curious, rigorous, and proactive type of person.
• Experience with ticketing tools (Jira, Zendesk, Intercom, etc) in a SaaS environment - Advantage.
• Bachelor\'s/IT related qualification etc.
• Information Security certification such as CISSP, CISA, CISM, CCSK, ISO 27001 Lead Implementer - advantage.
• Ability to work collaboratively in a fast-paced environment.

Responsibilities

• Technical and professional Support
• Provide exceptional tier 1 technical support to clients, addressing and resolving technical issues promptly.
• Provide exceptional tier 1 professional support to clients, addressing and resolving professional (compliance) issues promptly.
• Respond to client inquiries via various channels (email, chat, tickets) and effectively troubleshoot problems.
• Collaborate with cross-functional teams to resolve complex technical issues and escalate when necessary.
• Ticketing and Documentation
• Utilize ticketing tools to log, track, and manage client issues, ensuring accurate and timely resolution.
• Maintain detailed and comprehensive documentation of technical support processes, troubleshooting steps, and issue resolutions.
• Client Interaction
• Establish and maintain positive relationships with clients through clear and effective communication.
• Communicate technical information in a user-friendly manner to clients with varying levels of technical expertise.
• Conduct regular follow-ups with clients to ensure satisfaction and gather feedback.
• Technical Onboarding
• Assist clients with the technical onboarding process, ensuring a smooth transition to our products.

Benefits

• Innovative Work: Be part of a cutting-edge product shaping the future of security and compliance.
• Learning & Growth: Access courses, conferences, and mentorship to grow your career.
• Collaborative Culture: Work with inspiring colleagues in a supportive environment.
• Relaxation & Fun: Take breaks in our relaxation room or join our team events, happy hours, and holiday celebrations.
• Family First: Personal and family priorities always come first.
• Ready to innovate and grow with us? Join Scytale and help transform cybersecurity compliance for companies worldwide!