Technical Customer Support Specialist

George - Knysna
Salary: R15 000.00 - R18 000.00 Per Month
Job Type: Permanent
Sectors: IT PR & Communication Technical
Reference: POS24351

Apply before Dec 30 2024 | 37 Days left

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Vacancy Details

Employer: Emporium Human Capital

We are seeking a highly skilled and motivated Technical Customer Support Specialist to join our team. The ideal candidate will be responsible for providing technical and non-technical assistance to our clients, conducting training and onboarding sessions, and resolving issues at the back end of our systems using SQL. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with both technical and non-technical users.

Duties and responsibilities:

Customer support

· Be first receiver of all support queries through support channels, whether email/WhatsApp or support system tickets.

· Provide 2^nd level support by resolving queries or guiding clients on steps to resolve 1st level queries.

· Escalate advanced queries to 4th level support.

· Keep track of time spent on each query, whether resolved or escalated.

· Responsible for regular communication with the client as well as other support staff.

Training and onboarding

· Conduct training sessions for new users on our software and systems.

· Assist in the onboarding process for new clients, ensuring a smooth transition and setup.

SQL Queries and back-end problem solving

· Write and execute SQL queries to retrieve and analyze data.

· Identify and resolve issues within the back-end database systems.

· Collaborate with development teams to address and resolve software bugs and performance issues.

Customer Service

· Build and maintain strong relationships with clients through exceptional service.

· Provide timely updates to clients regarding the status of their support requests.

· Collect and document customer feedback to help improve products and services.

Required Skills

It: 2 to 3 years
Information Technology: 2 to 3 years
Technical Customer Support: 2 to 3 years

Candidate Requirements

Requirements, Experience and skills

· Tertiary Qualification in Information Technology, or equivalent work experience

· Proven experience in a technical support role.

· Proficiency in SQL and experience with database management.

· Strong problem-solving skills and attention to detail.

· Excellent communication skills, both verbal and written.

· Ability to explain technical concepts to non-technical users.

· Experience with customer service and support tools.

· Ability to work independently and as part of a team.

Preferred Qualifications:

· Experience with specific software or systems relevant to the company's products.

· Certifications in relevant technologies (e.g., Microsoft MSSQL, MySQL) are advantageous.

Working Conditions:

· Full-time position, with after-hours standby.

· May require travel for on-site training or support.

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About Emporium Human Capital

Established in 1999, EHC has won and maintained business throughout most sectors within the South African recruitment marketplace. Maintaining its profile as a small-medium enterprise thus holding onto its customized service offering, we continue to provide seamless recruitment solutions.

Through our stability and integrity, we have carved out a substantial market above our competitors. We provide a set of flexible, cost-effective hiring solutions to clients of every size and industry. At EHC, we are committed to establishing a long-term professional relationship with our clients.

Our consultants boast of many years of experience within the industry. Our team of consultants understands that companies today require more than just a skilled candidate; they search for employees who are productive, exhibit positive attitudes and have the ability to become part of their team. We do recruitment in all fields and sectors – thus meaning we are generalists.

https://www.emporium.co.za/about-us/