Junior Support Technician Position

2 weeks ago

Paarl, South Africa TallOrder Full time

This position is a full-time position which offers plenty of opportunity for remote work, with head office based in Paarl.

You will be responsible for diagnosis and analysis of customer issues and will be expected to bring first level detailed diagnosis over from Support into Engineering. In this role you will need to be committed to customer success and be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.
You will have significant career growth and opportunity to really make an impact in a growing company.

Essential duties & responsibilities to perform this job successfully, you must be able to work at least 40 hours per week as well as be on call when it is your shift and perform each essential duty satisfactorily. Other duties may be assigned to meet business needs.

**KEY AREAS OF RESPONSIBILITY**:
Responsibilities include (but are not limited to):

- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and
incorporated into the product release cycle.
- Assist customers in the installation and integration of TallOrder Software software and services.
- Track and monitor all support cases to ensure timely resolution and follow-up.
- Clearly identify, document, and find solutions for customer issues and product problems.
- Escalate critical customer situations to the appropriate level of management and engineering expertise.
- Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
- Contribute to documentation and knowledge base article library. Model TallOrder core values: Accountability,
Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teamwork.

**WORKING HOURS**:
You are employed on a full-time basis and need to be available to customers weekdays from 8 am until 5pm. You will also need to be available to customers after hours when it is your shift to be on call or when required. Your hours of work may change according to shifts if and when it is required.

As a startup company, there will be times when longer hours are required. The company does not pay overtime, but this is taken into account at performance reviews.

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