Software Customer Support

2 weeks ago


Centurion, Gauteng, South Africa RJPersonnel Full time
1years

  • Act as a software Subject Matter expert and provide tier 3 technical escalation
  • Conduct root cause analysis through your access to the code base and log files
  • Manage and prioritise customer escalations in line with SLA's
  • Develop timely workarounds and communicate this with the customer in a timely manner
  • Mentoring and supporting level 1 and level 2 customer support team members
  • Participate in the resolution of issues where you can or collaborate with our development team in troubleshooting software bugs
  • Liaising with internal and external technical teams with the goal of resolving customer issues

Qualifications and Experience:

  • Experience in an inbound technical escalation role, ideally supporting cloudbased (SaaS) software.
  • Good experience in troubleshooting/coding in PHP, Javascript, HTML and CSS
  • Previous experience being the highest point of technical escalation
  • Outstanding ZOOM/telephone/verbal skills with an ability to translate complex technical information into layman's terms.
  • Excellent written skills, with an ability to describe technical information clearly.
  • A keen eye for detail with the ability to identify and solve problems quickly and efficiently.
  • Empathy and patience when supporting clients
  • Enjoy working in a global environment over multiple timezones

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