Job Description

Together with our client, a leading claims administrator in Johannesburg North, we are recruiting for a 1st Line Support Agent and Trainer who will be responsible for providing efficient and effective technical support to customers as well as onboarding of new practices and going on-site to train the users on their software. This role requires a strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs.

Duties and Responsibilities:
The Support role:

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot issues related to the software, hardware and network connectivity.
• Provide step-by-step guidance to customers to resolve problems efficiently.
• Escalate complex issues to appropriate teams for further investigation and resolution
• Document all customer interactions and solutions accurately in the support ticketing system.
• Contribute to the creation and maintenance of a knowledge base containing troubleshooting guides, FAQs and best practices.
• Identify trends in customer issues and recommend proactive solutions or process improvements

The Training role:

• Develop and deliver training and materials to users of the application
• Conduct one-one-one and group training sessions, on site or at the office
• Monitor trainee progress and provide constructive feedback to help them improve their performance.
• Continuously update training materials and documentation to reflect changes in products or procedures.

Qualifications and Experience:

• Matric
• CompTIA A+, CompTIA Network+ (or similar) Support/call centre certifications and/or degree in Information Systems
• Min 1 year experience on an application support desk with a company that provides practice management software to specialists (doctors)
• Strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs
• Excellent problem-solving skills and ability to think logically
• Strong communication skills, both verbal and written
• Experience in developing and delivery training programs is highly desirable
• Familiarity with help desk software and ticketing systems
• Ability to work independently and s part of a team in a fast-paced environment
• Flexibility to adapt to changing priorities and business needs

Skills and Competencies:

• Computer literate in MS Office (Microsoft Excel, Word, and PowerPoint; and Outlook)
• Articulate with strong communication skills (oral and written)
• Ability to adapt and learn new skills.
• Ability to multitask.
• Cope well under pressure.

Remuneration

• R 20 000.00 - R 30 000.00 CTC per month (depending on experience)

Only candidates who meet all the requirements stipulated in this advert will be considered. If you dont receive feedback from us within 2 weeks of your application, please consider your application unsuccessful.

To apply please send your CV and supporting documents to with REF: Support Agent & Trainer

Qetello Holdings