It jobs in South Africa

Job Title : 1st Line Support Agent and Trainer

Together with our client, a leading claims administrator in Johannesburg North, we are recruiting for a 1st Line Support Agent and Trainer who will be responsible for providing efficient and effective technical support to customers, onboarding new practices, and conducting on-site training for users on their software.

This role requires a strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs.

1. The Support role:

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot issues related to software, hardware, and network connectivity.
• Provide step-by-step guidance to customers to resolve problems efficiently.
• Escalate complex issues to appropriate teams for further investigation and resolution.
• Document all customer interactions and solutions accurately in the support ticketing system.
• Contribute to the creation and maintenance of a knowledge base containing troubleshooting guides, FAQs, and best practices.
• Identify trends in customer issues and recommend proactive solutions or process improvements.

1. The Training role:

• Develop and deliver training materials to users of the application.
• Conduct one-on-one and group training sessions, either on-site or at the office.
• Monitor trainee progress and provide constructive feedback to improve performance.
• Continuously update training materials and documentation to reflect product or procedural changes.

• Matric
• pTIA A+, CompTIA Network+ (or similar) certifications and/or degree in Information Systems.
• Minimum 1 year experience on an application support desk, preferably with practice management software for healthcare professionals.
• Strong troubleshooting skills, excellent communication, and training delivery abilities.
• Problem-solving skills and logical thinking.
• Experience with help desk software and ticketing systems.
• Ability to work independently and in a team within a fast-paced environment.
• Flexibility to adapt to changing priorities.

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
• Strong verbal and written communication skills.
• Adaptability and quick learning ability.
• Multitasking and stress management skills.

R 20,000 – R 30,000 CTC per month, depending on experience.

Interested candidates: Only those meeting all the requirements listed in this advert will be considered.

If you do not receive feedback within 2 weeks of your application, please consider it unsuccessful.

To apply, send your CV and supporting documents with REF: Support Agent & Trainer to:

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