Job Description

Would you like to come join one of SAs most dynamic support teams? Do you have a passion for helping others? Do you love working with modern technologies? Do you place great value on building a great reputation for your outstanding service and problem-solving skills? If you answered yes to all these questions, then you will love this job.The Basics

• Office based near Tygervalley
• Full-time position.
• Working hours from 08:00 to 16:30 on working weekdays

Minimum Requirements

• Matric
• Experience in Customer Support and Troubleshooting (or in a role requiring similar skills as listed below)
• Experience with Windows 10+ and MS Office (there will be a test)
• Excellent English and Afrikaans skills (written and spoken)
• Excellent communication ability
• Must have a good understanding of computer systems, mobile devices, and other tech products.

Communication Skills Required

• Excellent English communication skills (written, comprehension and verbal)
• Ability and willingness to communicate with others
• Ability to demonstrate empathy
• Ability to use effective questions
• Ability to demonstrate good active listening skills
• Ability to use a positive tone of voice
• Good comprehension skills - ability to clearly understand and state the issues customers present

Distinct Advantage

• Has worked in a software support environment
• N+, A+ certificate in IT Computer Science or relevant fields

Personal Qualities We Look For

• Demonstrate dedication and commitment to problem resolution
• Be firm but kind
• Demonstrate a positive attitude
• Have patience with customers and remain cool & calm
• Be able to explain complex concepts effectively
• Be able to take responsibility in any given situation
• Demonstrate data accuracy
• Demonstrate multitasking abilities
• Use situational judgement to determine actions
• Have a detail-oriented working style
• Ability to inspire and influence people positively.
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Able to contribute positively as part of a team, helping with various tasks as required.
• Ability to translate complex technical information into laymans terms
• Ability to demonstrate empathy
• Openness to learning new technologies.

Client Support Duties

• Troubleshoot and solve problems for end users to get the products working over both phone and email
• Solve problems effectively and efficiently
• Escalate queries with discretion
• Respond to queries and follow up
• Maintain VMGs remarkably high standards for client support
• Always maintain a superb reputation by going above and beyond for our users
• Complete assigned tasks for support calls to clients
• Maintain the list of FAQs and queries logged by clients, and the corresponding responses

Relationship Management

• Assign and escalate support tickets correctly for query resolutions
• Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction
• Conduct scheduled surveys and follow ups with clients and ensure any underlying queries are solved
• Ensure clients have a positive view of the company and the client support team and process.
• Inform frontline team on needs and desires of clients
• Provide clients with relevant product or training information as required; and provide client feedback on such information to the relevant line manager

Communication Management

• Keep client interaction logs up to date
• Ensure other required documents, reports and email accounts are up to date and accurate
• Keep team members well informed
• Keep customers well informed and provide regular progress reports and status updates

Quality Management

• Detail oriented with the ability to deal with complexity and to work under pressure
• Strong administrative and organisational skills
• Help test new versions
• Help monitor customer database backup
• Critical thinking and problem-solving ability
• Confident and decisive

JenRecruitment