Client Support

1 week ago


Pretoria, Gauteng, South Africa Yo-loco Full time
Job Summary:We are looking for a Client Support & Technical Support Specialist to provide top-tier assistance to customers by troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction. The ideal candidate will have strong problem-solving skills, technical expertise, and excellent communication abilities to guide users through product features, resolve software-related issues, and improve the overall customer experience.Key Responsibilities:1. Client Support & Issue Resolution:
•Serve as the first point of contact for clients regarding product-related issues.
•Provide timely and professional support via phone, email, chat, or ticketing systems.
•Diagnose and troubleshoot software, hardware, and network-related problems.
•Document and track customer interactions, issues, and resolutions in the CRM system.2. Technical Troubleshooting & Assistance:
•Identify, analyse, and resolve technical issues related to software, applications, and system configurations.
•Guide clients through troubleshooting steps, ensuring clear and effective communication.
•Escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.3. Product Knowledge & Training:
•Develop a deep understanding of the company's products, services, and features.
•Assist clients with software installations, updates, and configurations.
•Provide user training and onboarding sessions to ensure clients maximize product benefits.4. System Monitoring & Maintenance:
•Monitor system performance, uptime, and error logs to identify potential issues.
•Work closely with IT and development teams to report bugs, errors, and system improvements.
•Assist with routine software updates and patches to enhance product stability.5. Customer Relationship Management & Feedback:
•Ensure a high level of customer satisfaction by providing excellent service.
•Gather customer feedback and report common issues or trends to the product team.
•Maintain positive relationships with clients, ensuring retention and loyalty.Requirements & Qualifications:- Education:
•Diploma/Degree in Information Technology, Computer Science, or relevant experience.- Experience:
•Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
•Experience working with ticketing systems, CRM software, or customer support platforms.- Technical Skills:
•Strong understanding of Windows, macOS, and mobile operating systems.
•Basic knowledge of networking, troubleshooting, and software configurations.
•Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
•Experience with remote support tools (TeamViewer, AnyDesk, etc.).- Soft Skills:
•Excellent communication and interpersonal skills to engage with clients effectively.
•Ability to work under pressure and prioritize multiple tasks.
•Strong problem-solving and analytical skills.
•Patience and empathy when dealing with non-technical customers.Please Note:* Position is based in Pretoria and therefore candidates from that area will be given preference* Candidates with Afrikaans as their first language will be given preference* Should you not receive any feedback, please consider your application as unsuccessful.
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