Technical Support Specialist
2 days ago
A vacancy exists for a **Technical Support Specialist** within **Kazang Insights - Micro Merchant Division**, in **Rosebank, Johannesburg**.
The Technical Support Specialist provide telephonic support on all technical-related matters to the field teams supporting the company operations.
Key Responsibilities include, but are not limited to:
- Provide Technical support to all field teams including Customer Service Managers, Customer Service Representatives, Field Service Technicians and Customers.
- Manage the inbound Call Centre and provide technical support and commercial information as required.
- Manage Outbound Call Centre needs on an ad-hoc basis.
- Assist with UAT and troubleshooting on POS and CRM-related matters.
- Assist field teams with training on POS and CRM software.
- Ensuring Customer details are updated and accurate.
- Manually correcting system and user errors.
- Managing RSO schedules to account for staff availability.
- Capturing and updating activities against customer records.
- Provide technical assistance on POS software.
- Technical assistance on CRM software.
- Ensure the CRM platform is updated and adjusted accordingly.
- Manage escalations as required.
- Update team on known issues and trends.
- Receive telephonic inbound customer requests and handle them accordingly.
- Ensure the CRM platform is updated and adjusted accordingly.
- Perform outbound calls to Customers on an ad-hoc basis based on the company requirements.
- Train field teams on POS and CRM software functionality.
**In order to be considered for this position, the following requirements must be met**:
- Tertiary certificates or Diploma in IT or technology-related courses.
- Call centre and remote support-related courses.
- 1 - 3 years performing remote support in the technology space.
**Technical Skills**:
- Basic Microsoft Office suite.
- Intermediate Microsoft Excel.
- Microsoft Dynamics 365 and associated services (RSO, Field Services etc.)
- Basic IT Networking.
- POS Hardware.
- Android Operating Systems.
- Remote Support and call centre processes.
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