Product Support Specialist

7 days ago


Cape Town, South Africa Dye & Durham Corporation Full time
Job title : Product Support Specialist Job Location : Western Cape, Cape Town Deadline : January 05, 2025 Quick Recommended Links
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  • The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner. 

Key Responsibilities

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. 
  • Attend to Case Management related client tickets and answer telephone calls.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. 
  • Gather customer’s information and determine the issue by evaluating and analysing the symptoms. 
  • Research required information using available resources. 
  • Identify and escalate priority issues as per client specifications, following standard procedures.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. 
  • Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates. 
  • Maintain good relationships with clients according to their Service Level Agreement (SLA). 
  • Update time and notes on internal CRM system.

Skills, Knowledge and Expertise

  • 3+ years of experience in a customer service/call centre role. 
  • Ability to effectively communicate verbally and in writing. 
  • Knowledge of customer service principles and practices.
  • Proper phone etiquette and effective listening skills. 
  • Must be organised and have multitasking capabilities. 
  • Proficiency in Microsoft Office, specifically Outlook, Word and Excel. 
  • Good understanding of computer operating systems, internet and hardware. 
  • Willingness to cooperate with others and work to the greater good. 
  • Great attention to detail. 

Nice to Have(s)

  • Legal experience advantageous.The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner. 

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