Technical Support Services Expert
3 weeks ago
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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