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Software Technical Support Officer

4 months ago

Cape Town, South Africa StaffCentral Consulting Full time

**Job Duties/Responsibilities will include**:
Act as a software Subject Matter expert and provide tier 3 technical escalation

Conduct root cause analysis through your access to the code base and log files

Manage and prioritise customer escalations in line with SLA’s

Develop timely workarounds and communicate this with the customer in a timely manner

Mentoring and supporting level 1 and level 2 customer support team members

Participate in the resolution of issues where you can or collaborate with our development team in troubleshooting software bugs

Liaising with internal and external technical teams with the goal of resolving customer issues

Experience in an inbound technical escalation role, ideally supporting cloud-based (SaaS) software.

Good experience in troubleshooting/coding in PHP, Javascript, HTML and CSS

Previous experience being the highest point of technical escalation

Outstanding ZOOM/telephone/verbal skills with an ability to translate complex technical information into layman's terms.

Excellent written skills, with an ability to describe technical information clearly.

A keen eye for detail with the ability to identify and solve problems quickly and efficiently.

Empathy and patience when supporting clients

Enjoy working in a global environment over multiple timezones