Technical Support Specialist

7 months ago


Cape Town, South Africa PartnerHero Full time

**Role Details**

**Contract Duration**: Full-time
**Training Schedule**: Thursday - Friday, 8:00 am - 5:00 pm GMT+2 | Sunday / Monday off
**Work Schedule**:Monday - Friday, 8:00 am -5:00 pm GMT+2 | Saturday / Sunday off
**Work Type and Location**: South Africa - Cape Town
**Expected Start Date**: ASAP

**About This Role**

We're looking for a Frontline agent to support other product initiatives at our discretion. We expect you to become a product expert and to work collaboratively with product and engineering teams to identify, triage, and resolve technical issues. We also expect you to work independently with little direction and to be an escalation point for other agents on the team. You will solve support cases that include in-depth troubleshooting, extensive software investigation, plus above-and-beyond empathy. It’s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven.

**You'll be...**
- Respond and resolve support requests across multiple CRMs
- Troubleshoot (basic and advanced) issues across multiple platforms
- Document bugs with product/service
- Attention to detail and identifying trends in support channels
- Attend triage/release meetings
- Perform Pre and Post release duties (Customer feature release information aggregation, smoke testing, issue monitoring)
- Liaise between product/engineering teams
- Become an escalation point for L2 associates
- Responsible for metric familiarization and collection.

**What You Bring To The Table**
- Proven work experience in technical troubleshooting
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Comfortable with using technology to work with a globally distributed team
- Strong system-level troubleshooting (e.g. OS, network, browser, software, hardware)
- Fluent in English and German, both written and spoken

**What We Provide**
- Hybrid workplace - depending on the partner, role, management, and/or personal workspace
- Overtime is available if applicable
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

**Job Types**: Full-time, Permanent

**Salary**: R25 000,00 - R30 000,00 per month

Application Question(s):

- How many years of Technical Support Experience you have?
- Are you German Speaker?



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