Technical Support Specialist

1 month ago

Cape Town, Western Cape, South Africa Crisis24 Full time
About Crisis24

Crisis24, a leading integrated risk management and crisis response firm, serves the world's most influential people and prominent organizations. With advanced Global Operation Centers and skilled intelligence analysts, we offer specialized services, security consulting, and AI-powered solutions worldwide.

Our Mission

We empower individuals to shape global security by guiding clients through a multifaceted landscape. Our thriving environment offers opportunities for personal and career growth, driven by a sense of purpose and accomplishment.

Job Description

As a Technical Support Specialist, you will assist customers with products and services in an inbound call center environment. You will leverage product knowledge to resolve customer inquiries and technical difficulties while ensuring short-term and long-term satisfaction and retention.

Responsibilities:
  • Act as primary responder for inbound phone calls, emails, and chat from customers in a prompt, professional, and thorough manner.
  • Resolve general inquiries or direct to other team members when necessary, working well under pressure to meet volume demands.
  • Provide assistance with onboarding and new customer account set-ups.
  • Maintain a customer-centric focus with a sense of urgency.
  • Understand software core system functionality.
  • Initiate and reset system passcodes.
  • Educate customers on new system features and provide regular communication for support.
  • Document all customer interaction and system issues in our CRM tool, analyze statistics, and maintain customer materials.
Requirements:
  • 2+ years customer service experience.
  • Previous customer service experience via phone.
  • Ability to resolve on-demand customer issues over the telephone.
  • Demonstrated ability to finesse and diffuse difficult interactions with customers.
  • General PC and application knowledge – Microsoft Office suite of tools and web browsers.
  • Strong organizational and interpersonal skills.
What We Offer

At Crisis24, we prioritize equal opportunity in employment and celebrate diversity. We offer a competitive salary range of $45,000 - $65,000 per year, depending on location and experience, plus benefits, including flexible work arrangements and ongoing training opportunities.

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