Technical Customer Support Specialist (POS24351)

AREA: GEORGE

SALARY:  R15 – R18K per month (+- R750per week for standby)

We are seeking a highly skilled and motivated Technical Customer Support Specialist to join our team. The ideal candidate will be responsible for providing technical and non-technical assistance to our clients, conducting training and onboarding sessions, and resolving issues at the back end of our systems using SQL. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with both technical and non-technical users.

Duties and responsibilities:

Customer support

• Be first receiver of all support queries through support channels, whether email/WhatsApp or support system tickets.
• Provide 2^nd level support by resolving queries or guiding clients on steps to resolve 1st level queries.
• Escalate advanced queries to 4th level support.
• Keep track of time spent on each query, whether resolved or escalated.
• Responsible for regular communication with the client as well as other support staff.

Training and onboarding

• Conduct training sessions for new users on our software and systems.
• Assist in the onboarding process for new clients, ensuring a smooth transition and setup.

SQL Queries and back-end problem solving

• Write and execute SQL queries to retrieve and analyze data.
• Identify and resolve issues within the back-end database systems.
• Collaborate with development teams to address and resolve software bugs and performance issues.

Customer Service

• Build and maintain strong relationships with clients through exceptional service.
• Provide timely updates to clients regarding the status of their support requests.
• Collect and document customer feedback to help improve products and services.

Requirements, Experience and skills

• Tertiary Qualification in Information Technology, or equivalent work experience
• Proven experience in a technical support role.
• Proficiency in SQL and experience with database management.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both verbal and written.
• Ability to explain technical concepts to non-technical users.
• Experience with customer service and support tools.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience with specific software or systems relevant to the company's products.
• Certifications in relevant technologies (e.g., Microsoft MSSQL, MySQL) are advantageous.

Working Conditions:

• Full-time position, with after-hours standby.
• May require travel for on-site training or support.

Closing Date: 30 November 2024

Send all CV’s to jobs@emporium.co.za and use reference: POS24351 Technical Customer Support Specialist