Technical Customer Support Specialist

4 weeks ago

Woodmead, South Africa OmTalent Full time

**Technical** **Customer Support Specialist**

Are you a tech-savvy, proactive and results-driven individual with experience in Technical Customer Support? OmTalent is recruiting for a Technical Customer Support Specialist to join our team and assist in supporting customers with any technical queries they may have.

**Requirements**:

- Exceptional written and verbal communication skills with a focus on clarity, empathy, and professionalism.
- Ability to actively listen to customer concerns, ask clarifying questions, and identify the root cause of problems.
- Proven ability to craft concise and informative responses to customer inquiries, tailored to a non-technical audience.
- Experience de-escalating frustrated customers and building rapport through effective communication.
- An engineer first, and technical support second. You look at every issue from a technical lens and try to solve the core issues while addressing the immediate issue in hand.
- **Experience with MySQL** or other relational databases and can write queries effortlessly.
- Understanding of web technologies such as JSON, CSS, and HTML.
- Experience using API development/test tools such as Postman and comfortable using it day to day.
- Organized and can manage your time efficiently.
- Ability to learn all aspects of our software quickly to provide relevant answers to customer enquiries.
- Critical thinker capable of troubleshooting and resolving complex situations.
- Able to know when something is beyond your expertise and not afraid to ask for help. Skilled at explaining technical problems succinctly and clearly.

**Responsibilities**:

- Communicate with customers when they are experiencing issues with various software solutions, providing clear and concise technical explanations.
- Communicating with and questioning the customer to ensure you fully determine the customer’s needs.
- Ensuring all customer tickets are logged, with meaningful detail, into the CRM system.
- Troubleshoot and resolve and/or escalate customer technical issues when required, demonstrating ownership, follow-through with customers and drive issues to resolution.
- Resolve issues within your area of expertise using many technical and non-technical tools available.
- Proactively follow up with customers to ensure their issues are fully resolved and their satisfaction is met.
- Work cross-functionally to help the engineering team understand escalated issues and participate in finding and implementing solutions.
- Develop sufficient knowledge of products and features, and integrations with other technologies.
- Work with our partners to address customers issues related to 3rd party integrations.

**Salary: R15 000 - R17 000 (based on experience and other factors)**

You would be required to work at our offices in Woodmead, Sandton and you would be **required to work American hours (2pm - 11pm). It is important to note that this is not a work from home position.**

If this sounds like the position for you, we encourage you to apply.

**Salary**: R15 000,00 - R17 000,00 per month

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