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Client Support

1 month 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.