Junior Support Specialist

2 days ago

Cape Town, South Africa Traderoot Full time

The Junior Support Specialist is responsible for assisting clients where needed and enhancing the client experience. The role involves processing complaints and issues related to products or services. Additionally, the Junior Support Specialist assists clients with completing purchase requests, upgrade requests and returns, and frequently provides technical assistance to clients.

**Primary responsibilities**
- Provide appropriate support for specific solutions of the Traderoot Enterprise Platform (TEP) on clients’ production environments, in line with the conditions of the client’s Service Level Agreement.
- Liaise with customers daily. (This is a responsibility that will be given with time and experience.)
- Capture and process statistics.
- Perform system health checks.
- Escalate reported incidents to the appropriate teams and follow up on the status of the incidents.
- Draft incident reports together with senior team members.
- Maintain a knowledge base of information acquired during the investigation and resolution of incidents.
- Stay up to date with all TEP software updates, changes and releases.
- Become proficient in TEP commissioning and upgrade principles.
- Use the incident tracking systems (FIT system and TTS) effectively.
- Maintain the client register.
- Provide after-hours client support when and where needed (guided by senior Support Specialists).

Pay: R18 000,00 per month

**Education**:

- Bachelors (required)

**Location**:

- Cape Town, Western Cape (required)

Application Deadline: 2024/09/20

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