Technical Support Professional for Cloud Platforms
14 hours ago
We are seeking a skilled Software Support Engineer to join our team at Helderberg Personnel cc.
About the RoleAs a Support Engineer, you will play a vital role in providing high-level technical support to our customers. Your primary responsibility will be to respond to customer inquiries via various channels in a professional and courteous manner.
You will troubleshoot and resolve customer issues related to our platform, which is built on cloud computing and web-based applications. To achieve this, you will need to stay up-to-date on the latest developments and features of our platform.
Key Responsibilities- Respond to customer inquiries via email, phone, and live chat
- Troubleshoot and resolve customer issues related to our platform
- Document and track customer inquiries and resolutions in our ticketing system
- Collaborate with the development team and projects team to escalate complex issues
- Proactively identify and suggest solutions to improve the customer experience
To be successful in this role, you will need:
- A relevant tertiary qualification specialising in Computer Science
- At least 2 years of experience in technical support, preferably in a SaaS environment
- Strong technical knowledge of cloud computing and web-based applications
- Excellent written and verbal communication skills
- The ability to work independently and in a fast-paced environment
- Familiarity with ticketing systems, particularly ConnectWise Manage
- Experience with SQL is mandatory, and scripting is an added advantage
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