Technical Support Services Expert

3 weeks ago


Pretoria, Gauteng, South Africa Emporium Full time

We are seeking a highly skilled Technical Support Services Expert to join Emporium. 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.

This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with both technical and non-technical users.

Key Responsibilities:

Customer Support:

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

Training and Onboarding:

  • 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:

  • 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 improve products and services.

Requirements, Experience, and Skills:

  • 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 Emporium's products.
  • Certifications in relevant technologies are advantageous.

Working Conditions:

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

Estimated Salary: R15 – R18K per month (+/- R750 per week for standby).

Location: Pretoria East.

Closing Date: 30 November 2024.

How to Apply: Send all CVs to jobsemporium.co.za and use reference POS24351(A) Technical Customer Support Specialist.

Job Categories: Admin, PR & Communication, Technical.



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