Technical Support Specialist

1 month ago


Somerset West, Western Cape, South Africa Helderberg Personnel cc Full time

Job Summary:
As a Support Engineer with Helderberg Personnel cc, you will be responsible for delivering exceptional technical support to our customers. Your primary goal will be to provide high-level technical assistance, ensuring a seamless experience for our clients.

Responsibilities:

  • Respond to Customer Inquiries: You will be responsible for responding to customer inquiries via email, phone, and live chat in a professional and courteous manner.
  • Troubleshoot and Resolve Issues: You will troubleshoot and resolve customer issues related to our platform in a timely and efficient manner.
  • Document and Track Inquiries: You will document and track customer inquiries and resolutions in our ticketing system.
  • Collaborate with Teams: You will collaborate with the development team and project team to escalate complex issues and ensure timely resolution.
  • Proactively Identify Solutions: You will proactively identify and suggest solutions to improve the customer experience.
  • Stay Up-to-Date: You will stay up-to-date on the latest developments and features of our platform.

Qualifications and Experience:

  • Relevant Qualification: A relevant tertiary qualification specialising in Computer Science is required.
  • Technical Experience: 2 years of experience in technical support, preferably in a SaaS environment, is required.
  • Strong Technical Knowledge: Strong technical knowledge of cloud computing and web-based applications is essential.
  • Communication Skills: Excellent written and verbal communication skills are necessary.
  • Ability to Work Independently: The ability to work independently and in a fast-paced environment is required.
  • Ticketing Systems Experience: Familiarity with ticketing systems, particularly ConnectWise Manage, is helpful.
  • SQL and Scripting Experience: Experience with SQL and scripting is a must.


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