Technical Support Specialist - Software Applications

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health benefits

Training and development

Pension fund contributions

Generous annual leave

Modern office in Mahikeng

Job summary

Placements24 is seeking a skilled Technical Support Specialist in Mahikeng to deliver expert assistance for our business intelligence software. You will diagnose issues, guide users through complex features, and ensure high client satisfaction.

The role blends in-office collaboration with remote workdays, requiring strong problem-solving and clear communication across teams. Applicants should have IT-related education and proven experience in supporting software, Windows/macOS, and basic

Qualifications

• Experience in technical support or similar client-facing IT role.
• Proficient with Windows and macOS, and basic networking.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Familiarity with CRM and ticketing systems.
• Diploma or degree in IT/CS preferred.

Responsibilities

• Provide technical assistance and troubleshooting for business intelligence software.
• Respond to client inquiries via phone, email, and remote sessions.
• Diagnose software issues, including installation, configuration, and operational problems.
• Guide users through software features and best practices to optimize their experience.
• Document all support interactions, solutions, and knowledge base articles.
• Escalate unresolved issues to senior technical staff or development teams with comprehensive details.
• Monitor client system performance and identify potential issues proactively.
• Collaborate with cross-functional teams to ensure client success.
• Stay updated on software updates, new features, and industry trends.
• Ensure adherence to service level agreements (SLAs) for timely resolution.

Skills

Tech support

Software knowledge

Windows/macOS

Networking basics

CRM/ticketing

Education

IT/CS degree

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client, a leading innovator in business intelligence software, is seeking a skilled and customer-focused Technical Support Specialist to join their team in Mahikeng, North West, ZA . In this vital role, you will provide expert technical assistance to clients, helping them to effectively utilize our software solutions. You will be responsible for diagnosing and resolving technical issues, guiding users through complex functionalities, and ensuring a high level of client satisfaction. This hybrid role allows for a flexible working arrangement, combining essential in-office collaboration at our Mahikeng location with remote workdays. We are looking for proactive problem-solvers with a strong understanding of software applications and a passion for delivering outstanding support. This is a fantastic opportunity to grow within a technologically advanced company that invests in its employees.

Key Responsibilities

• Provide technical assistance and troubleshooting for business intelligence software.
• Respond to client inquiries via phone, email, and remote sessions.
• Diagnose software issues, including installation, configuration, and operational problems.
• Guide users through software features and best practices to optimize their experience.
• Document all support interactions, solutions, and knowledge base articles.
• Escalate unresolved issues to senior technical staff or development teams with comprehensive details.
• Monitor client system performance and identify potential issues proactively.
• Collaborate with cross-functional teams to ensure client success.
• Stay updated on software updates, new features, and industry trends.
• Ensure adherence to service level agreements (SLAs) for timely resolution.

Requirements

• Proven experience in technical support or a similar client-facing IT role.
• Strong knowledge of software applications, operating systems (Windows/macOS), and basic networking concepts.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Superior communication and interpersonal skills, with the ability to explain technical details clearly.
• Experience with CRM and ticketing systems is essential.
• A relevant diploma or degree in IT, Computer Science, or a related field is preferred.
• Ability to work effectively in a hybrid model, balancing remote and office-based tasks in Mahikeng, North West, ZA .
• Proficiency in English , both written and spoken.
• Self-motivated with a strong commitment to customer satisfaction.

Benefits

• Competitive salary based on experience.
• Hybrid work arrangement offering flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional training and development.
• Access to cutting-edge business intelligence tools.
• Pension fund contributions.
• Generous annual leave allowance.
• Supportive and collaborative team environment.
• Career growth opportunities within a leading software company.
• Modern office amenities in Mahikeng .