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Technical Consultant

2 weeks ago

Sandton, South Africa Core Group Full time

We are seeking a driven and knowledgeable Technical Support Consultant to join our iStore Education team.

**Key Responsibilities**:

- ** Support**:

- Provide technical support to iStore Education customers through various service channels.
- Troubleshoot and resolve technical issues promptly and efficiently.
- Escalate complex issues to higher support tiers as needed.
- ** Pre-Sales**:

- Assist in pre-sales engagements, addressing technical queries and concerns to facilitate customer decision-making.
- Collaborate with the sales team to provide technical insights and recommendations to potential education clients.
- ** Relationship Building**:

- Cultivate strong customer relationships through in-depth product knowledge and dependable support.
- Ensure customer satisfaction by consistently delivering high-quality technical assistance and solutions.
- ** Skill Development**:

- Continuously enhance technical proficiency through ongoing training and self-improvement initiatives.
- Stay updated on the latest Apple products, technologies, and industry trends.
- Demonstrate a willingness to learn and grow, embracing new challenges and opportunities for development.
- ** Support Sales**:

- Identify opportunities for additional support services and solutions to drive service revenue.
- Adhere to service level agreements (SLAs) and utilise support opportunities to increase customer satisfaction and loyalty.

**Required Qualifications**:

- Matriculation certificate.
- Relevant tertiary qualification in Information Technology or a related field.
- 2-5 years of experience in technical or helpdesk support.
- Experience in providing 1st and 2nd line support and escalation procedures.

**Key Competencies**:

- Strong problem-solving and troubleshooting skills.
- Excellent communication abilities, both verbal and written.
- Customer service orientation with a focus on exceeding customer expectations.
- Commitment to continuous learning and professional development.
- Willingness to learn and adapt to new technologies.
- Proactive attitude, not hesitant to take initiative or tackle challenges.
- Humility and a collaborative mindset, valuing teamwork and cooperation.

We are seeking a driven and knowledgeable Technical Support Consultant to join our iStore Education team.

**Key Responsibilities**:

- ** Support**:

- Provide technical support to iStore Education customers through various service channels.
- Troubleshoot and resolve technical issues promptly and efficiently.
- Escalate complex issues to higher support tiers as needed.
- ** Pre-Sales**:

- Assist in pre-sales engagements, addressing technical queries and concerns to facilitate customer decision-making.
- Collaborate with the sales team to provide technical insights and recommendations to potential education clients.
- ** Relationship Building**:

- Cultivate strong customer relationships through in-depth product knowledge and dependable support.
- Ensure customer satisfaction by consistently delivering high-quality technical assistance and solutions.
- ** Skill Development**:

- Continuously enhance technical proficiency through ongoing training and self-improvement initiatives.
- Stay updated on the latest Apple products, technologies, and industry trends.
- Demonstrate a willingness to learn and grow, embracing new challenges and opportunities for development.
- ** Support Sales**:

- Identify opportunities for additional support services and solutions to drive service revenue.
- Adhere to service level agreements (SLAs) and utilise support opportunities to increase customer satisfaction and loyalty.

**Required Qualifications**:

- Matriculation certificate.
- Relevant tertiary qualification in Information Technology or a related field.
- 2-5 years of experience in technical or helpdesk support.
- Experience in providing 1st and 2nd line support and escalation procedures.

**Key Competencies**:

- Strong problem-solving and troubleshooting skills.
- Excellent communication abilities, both verbal and written.
- Customer service orientation with a focus on exceeding customer expectations.
- Commitment to continuous learning and professional development.
- Willingness to learn and adapt to new technologies.
- Proactive attitude, not hesitant to take initiative or tackle challenges.
- Humility and a collaborative mindset, valuing teamwork and cooperation.