Johannesburg 1st Line Support Job

4 days ago


Johannesburg, Gauteng, South Africa Qetello Holdings Full time
Job Description:

As a 1st Line Support Agent and Trainer, you will be responsible for providing high-quality technical support and onboarding services to our clients in Johannesburg North. Your strong understanding of application troubleshooting, excellent communication skills, and ability to deliver comprehensive training programs will make you an ideal candidate for this role.

About the Role:

This is a challenging and rewarding opportunity to work with a leading claims administrator in Johannesburg North. As a key member of our support team, you will be responsible for resolving customer inquiries, diagnosing and troubleshooting issues, and delivering training programs. Your strong problem-solving skills, ability to think logically, and excellent communication skills will enable you to excel in this role.

Key Responsibilities:

- Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
- Diagnose and troubleshoot issues related to software, hardware, and network connectivity.
- Provide step-by-step guidance to customers to resolve problems efficiently.
- Escalate complex issues to appropriate teams for further investigation and resolution.
- Document all customer interactions and solutions accurately in the support ticketing system.
- Contribute to the creation and maintenance of a knowledge base containing troubleshooting guides, FAQs, and best practices.
- Identify trends in customer issues and recommend proactive solutions or process improvements.

Requirements:

- Matric certificate or equivalent qualification.
- CompTIA A+, CompTIA Network+ (or similar) Support/call center certifications and/or degree in Information Systems.
- Minimum 1 year experience on an application support desk with a company that provides practice management software to specialists (doctors).
- Strong understanding of application troubleshooting, excellent communication skills, and ability to deliver comprehensive training programs.
- Excellent problem-solving skills and ability to think logically.
- Strong communication skills, both verbal and written.

Skills and Competencies:

- Computer literate in MS Office (Microsoft Excel, Word, PowerPoint, and Outlook).
- Articulate with strong communication skills (oral and written).
- Ability to adapt and learn new skills.
- Ability to multitask.
- Cope well under pressure.

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