Technical Support Specialist

3 months ago

Durban, South Africa Dr Smash Software Full time

NO PHONE CALLS NOR WALK-INS WILL BE ACCEPTED

**Key Responsibilities**:

- Provide first-level technical support to users experiencing issues with our unique software.
- Guide users through step-by-step troubleshooting procedures to identify and resolve software-related problems.
- Gather relevant information to understand and diagnose customer issues, ensuring accurate problem identification.
- Utilize a comprehensive knowledge of the unique software to diagnose and resolve technical issues promptly.
- Collaborate with internal teams, escalating complex issues when necessary, and follow up on resolutions to ensure customer satisfaction.
- Document and maintain detailed records of customer interactions, technical issues, and solutions provided.
- Contribute to the development and updating of a knowledge base for commonly encountered software problems and solutions.
- Stay informed about updates, new features, and enhancements to the unique software.
- Continuously expand product knowledge to provide comprehensive and accurate information during customer interactions.
- Collaborate with the product development team to stay updated on upcoming features and roadmaps.
- Adhere to established protocols and quality standards in providing software support.
- Participate in regular training sessions to enhance skills and stay abreast of changes in the software and support processes.
- Identify opportunities to upsell additional products, features, or services during customer interactions.
- Clearly articulate the value proposition of upsell options to customers and address any concerns they may have.

**Qualifications And Skills Required**:

- High school diploma or equivalent - Additional education in information technology or a related field is a plus.
- Proven experience in a customer service or technical support role,
- Strong problem-solving skills and the ability to troubleshoot software issues effectively.
- Excellent communication skills, both verbal and written.
- Familiarity with ticketing systems and customer relationship management (CRM) tools.
- Adept at multitasking and managing time efficiently.
- Patient, friendly demeanour with a great aptitude for listening.
- Problem-solving and critical-thinking skills
- Exceptional teamwork skills
- Ability to learn new technologies

**Preferred Skills**:

- Knowledge of the unique software and its functionalities.
- Experience with remote desktop assistance tools.
- Basic understanding of networking concepts.
- Certifications in relevant technologies or software.
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
- The ability to break down technological processes and deliver clear, step-by-step instructions.

This role is ideal for individuals who thrive in a dynamic and customer-centric environment, possess a passion for technology, and enjoy helping users navigate and optimize their experience with our unique software product.

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

**Education**:

- Diploma (preferred)

**Experience**:

- within a similar position: 3 years (preferred)
- IT industry: 3 years (preferred)

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