Technical Customer Support Specialist

3 weeks ago

George Knysna, South Africa Emporium Human Capital Full time

Job Summary


We are seeking a highly skilled and motivated Technical Customer Support Specialist to join our team.



About the Role


The ideal candidate will be responsible for providing technical and non-technical assistance to our clients, conducting training and onboarding sessions, and resolving issues at the back end of our systems using SQL.



Main Responsibilities



  • Customer Support

    • Be the first point of contact for all support queries through support channels.
    • Provide second-level support by resolving queries or guiding clients on steps to resolve first-level queries.
    • Elevate complex queries to senior support staff.
    • Track time spent on each query, whether resolved or escalated.
    • Communicate regularly with clients and support staff.

  • Training and Onboarding

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

  • SQL Queries and Back-end Problem Solving

    • Write 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

    • BUILD AND MAINTAIN STRONG RELATIONSHIPS WITH CLIENTS THROUGH EXCEPTIONAL SERVICE.
    • Provide timely updates to clients regarding the status of their support requests.
    • Collect and document customer feedback to help improve products and services.


Requirements



  • 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.


Preferred Qualifications



  • Experience with specific software or systems relevant to the company's products.
  • Certifications in relevant technologies (e.g., Microsoft MSSQL, MySQL) are advantageous.


Working Conditions



  • Full-time position, with after-hours standby.
  • May require travel for on-site training or support.

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