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Technical Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Sybrin Group Full time

About the Role:

The Technical Support Specialist will be pivotal in ensuring seamless service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives.

As a key member of the Service Delivery team, you will lead by example in managing the Incident Management System (IMS). Your role involves ensuring that all tickets are accurately updated and closed according to SLA standards, while also meeting quality expectations.

You will set the standard for technical and professional interactions with customers. Leveraging your service delivery experience, you will aim to exceed customer expectations and foster strong, trust-based relationships.

  • Ensure a seamless operational environment for customers and proactively enhance the customer service experience.
  • Prevent recurring incidents and resolve any repeated issues within agreed time frames.
  • Leverage deep knowledge of systems, components, and business processes to guide or create comprehensive test cases.