Technical Support Associate

2 months ago


Johannesburg, Gauteng, South Africa People Dimension Full time

Job Summary:

The Support Desk Coordinator will play a crucial role in ensuring seamless customer service and technical support for our clients. This position requires a highly organized and communicative individual who can effectively manage service tickets, prioritize tasks, and maintain a strong working relationship with technical staff.

Key Responsibilities:

  • Coordinate and prioritize service tickets to ensure timely resolution and customer satisfaction.
  • Provide regular status updates to customers to maintain transparency and trust.
  • Escalate customer issues to appropriate technical staff and resolve incidents efficiently.
  • Answer and evaluate incoming requests for technical assistance, prioritizing tasks based on urgency and importance.
  • Maintain a positive working relationship with technical staff, ensuring effective collaboration and communication.
  • Closely monitor and maintain maintenance schedules for customers, ensuring timely completion and follow-up.
  • Keep customers informed about call status and progress, fostering a sense of trust and reliability.
  • Deliver exceptional customer service, building and maintaining strong relationships with clients.
  • Assist with all customer inquiries, providing accurate and timely responses.
  • Review and follow up on completed tickets to ensure quality and customer satisfaction.

Requirements:

  • Minimum 6 years of experience in the IT industry, with a focus on support desk roles.
  • Proven experience with ticketing systems and computer skills.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and technical staff.
  • Valid driver's license and reliable transportation.


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