Technical Support Professional with Excellent Problem-Solving Skills

3 weeks ago


Pretoria, Gauteng, South Africa Emporium Human Capital Full time

Emporium Human Capital seeks a skilled Technical Customer Support Specialist to provide technical and non-technical assistance to clients.

Salary: R 15 - R18,000 per month (approximately R750 per week for standby)

About the Role

We are looking for an individual with strong problem-solving skills, a solid technical background, and excellent communication abilities to join our team as a Technical Customer Support Specialist. In this role, you will be responsible for providing technical and non-technical support to our clients, conducting training and onboarding sessions, and resolving issues at the back end of our systems using SQL.

Key Responsibilities

  • Be the primary point of contact for client support queries received through various channels.
  • Provide second-level support by resolving queries or guiding clients on steps to resolve first-level queries.
  • Evaluate and escalate advanced queries to higher-level support teams.
  • Maintain accurate records of time spent on each query, whether resolved or escalated.
  • Ensure regular communication with clients and other support staff.

Training and Onboarding

  • Develop and conduct training sessions for new users on our software and systems.
  • Assist in the onboarding process for new clients, ensuring a smooth transition and setup.

SQL Queries and Back-end Problem Solving

  • Design and execute SQL queries to retrieve and analyze data.
  • Identify and resolve issues within the back-end database systems.
  • Collaborate with development teams to address and resolve software bugs and performance issues.

Customer Service

  • Foster strong relationships with clients through exceptional service.
  • Provide timely updates to clients regarding the status of their support requests.
  • Gather and document customer feedback to improve products and services.

Requirements and Qualifications

  • Tertiary qualification in Information Technology or equivalent work experience.
  • Proven experience in a technical support role.
  • Proficiency in SQL and experience with database management.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Ability to explain technical concepts to non-technical users.
  • Experience with customer service and support tools.
  • Ability to work independently and as part of a team.


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