Junior Support Technician

2 weeks ago

Paarl, South Africa Exceed Recruitment and Human Resource Consultants Full time

**Reference**: 9393 AV
**Consultant**: Anneke Viviers

Advocate for customers, ensuring that serviceability and product quality issues are tracked, prioritised, resolved, and incorporated into the product release cycle.

Provide support to customers throughout their business operations when required.

Assess and analyse the root cause of issues, gather customer information, and determine the appropriate solutions.

Identify and escalate priority issues according to client specifications.

Adhere to standard processes and procedures.

Promptly escalate any challenges experienced to the Support Manager.

Regularly report back to the Support Manager as required.

Stay up to date with software and hardware changes as well as enhancements.

Assist customers in the installation and integration of software and services.

Track and monitor all support cases to ensure timely resolution and follow-up.

Clearly identify, document, and find solutions for customer issues and product problems.
Escalate critical customer situations to the appropriate level of management and engineering expertise.

Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
Contribute to documentation and knowledgebase article library.
**Model core values**: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teamwork
Travel to customers’ locations when required for onsite support.

**Qualifications**:
Must have own reliable transport
Must have a valid driver’s license
Must have a Matric certificate and basic IT knowledge
Must be able to work for extended periods of time
Position requires patience
Position requires an analytical and positive thinker
Must be presentable and well-spoken
Hospitality and / or Retail experience will be beneficial
Strong communication and networking skills
Excellent organisational and time management skills
Outstanding interpersonal and leadership skills
Excellent presentation skills
Critical thinker and pro

**How to Apply**:
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.

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