Technical Support Specialist

3 days ago


Pretoria, Gauteng, South Africa Yo-loco Full time

Job Overview:

We are seeking a highly skilled Technical Support Specialist to join our team at Yo-loco. As a key member of our support team, you will be responsible for providing top-tier assistance to customers by troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction.

Key Responsibilities:

  1. Client Support & Issue Resolution:
  • Serve as the first point of contact for clients regarding product-related issues.
  • Provide timely and professional support via phone, email, chat, or ticketing systems.
  • Diagnose and troubleshoot software, hardware, and network-related problems.
  • Document and track customer interactions, issues, and resolutions in the CRM system.
Technical Troubleshooting & Assistance:
  • Identify, analyse, and resolve technical issues related to software, applications, and system configurations.
  • Guide clients through troubleshooting steps, ensuring clear and effective communication.
  • Escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.
Product Knowledge & Training:
  • Develop a deep understanding of the company's products, services, and features.
  • Assist clients with software installations, updates, and configurations.
  • Provide user training and onboarding sessions to ensure clients maximize product benefits.
System Monitoring & Maintenance:
  • Monitor system performance, uptime, and error logs to identify potential issues.
  • Work closely with IT and development teams to report bugs, errors, and system improvements.
  • Assist with routine software updates and patches to enhance product stability.
Customer Relationship Management & Feedback:
  • Ensure a high level of customer satisfaction by providing excellent service.
  • Gather customer feedback and report common issues or trends to the product team.
  • Maintain positive relationships with clients, ensuring retention and loyalty.

Requirements & Qualifications:

  1. Education:
  • Diploma/Degree in Information Technology, Computer Science, or relevant experience.
Experience:
  • Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
  • Experience working with ticketing systems, CRM software, or customer support platforms.
Technical Skills:
  • Strong understanding of Windows, macOS, and mobile operating systems.
  • Basic knowledge of networking, troubleshooting, and software configurations.
  • Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
  • Experience with remote support tools (TeamViewer, AnyDesk, etc.).
Soft Skills:
  • Excellent communication and interpersonal skills to engage with clients effectively.
  • Ability to work under pressure and prioritize multiple tasks.
  • Strong problem-solving and analytical skills.
  • Patient and empathetic when dealing with non-technical customers.


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