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:

  1. Education:

    • Diploma/Degree in Information Technology, Computer Science, or relevant experience.
  2. 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.
  3. 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.).
  4. 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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