Technical Customer Support Specialist
2 weeks ago
Technical Customer Support Specialist (POS24351)
AREA: GEORGE
SALARY: R15 R18K per month (+- R750per week for standby)
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 2nd 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.
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.
Closing Date: 30 November 2024
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