Customer Experience Advocate

1 month ago


Johannesburg, Gauteng, South Africa ICT Engage Full time
About This Role

We are seeking a highly skilled Customer Experience Advocate to join our team at ICT Engage. As a Technical Support Professional, you will play a crucial role in ensuring that our clients receive top-notch service and have positive interactions at every stage of their journey.

Job Overview

This is an exciting opportunity for a technical support professional to take on a key customer-facing role within our organization. You will be responsible for providing timely and satisfactory resolutions to client issues, acting as the voice of the customer, and advocating for their needs and expectations in decision-making processes.

Key Responsibilities:
  • Technical Support: Provide expert technical support to clients, ensuring timely resolution of software and network-related issues.
  • Software Deployment: Deploy and manage software using Remote Monitoring and Management (RMM) systems like Atera, Ninja One, or Microsoft Intune.
  • Network Management: Use Group Policy Objects (GPO) to manage configurations and policies across networks.
  • Troubleshooting: Diagnose and troubleshoot network and connectivity issues, providing effective solutions to maintain smooth client operations.
  • Communication: Ensure clear, professional communication with clients through written and verbal channels.
  • Collaboration: Collaborate with internal teams to continuously improve product support processes.
Requirements:
  • Experience: 2+ years of experience in a client-facing technical support role.
  • Skills: Strong knowledge of Windows Operating Systems and troubleshooting tools, familiarity with networking principles and remote communication protocols, excellent problem-solving skills, and proficiency in written and verbal communication.
  • Education: Degree in Computer Science, Information Technology, or related field preferred.
Benefits:
  • In-office position: Enjoy working in our office environment while having the flexibility to work from home occasionally.
  • Competitive Salary: $60,000 - $80,000 per annum, depending on experience.
What We Offer:

We offer a dynamic work environment, opportunities for growth and development, and a competitive salary package. If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply.



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