Technical Software Support Tier 1

14 hours ago

Benoni, Gauteng, South Africa Optix Full time
Job Advert Summary

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

Minimum Requirements
  • Grade 12 (Matric)
  • Good command of English (verbal and written)
  • Excellent communication skills with clients and internal teams
  • Strong decision-making and problem-solving abilities
  • Good organizational and time management skills
  • Ability to work well under pressure and adapt to change
  • High level of discretion and trustworthiness
  • Strong attention to detail
  • Proficient in Microsoft Office Suite and internal company systems
  • Sound understanding of Optix products and services
Duties & Responsibilities

  • In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.

  • Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.

  • Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.

  • Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.

  • Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.

  • Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation.

  • Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.

  • Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.

  • Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.

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