Job Title: 1st Line Support Agent and Trainer
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.
Desired Experience & Qualification
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 materials to users of the application.
- Conduct one-on-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 delivering training programs is highly desirable.
- Familiarity with help desk software and ticketing systems.
- Ability to work independently and as 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, 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.
Package & Remuneration
R 20 000.00 – R 30 000.00 CTC per month (depending on experience).
Interested?
Only candidates who meet all the requirements stipulated in this advert will be considered. If you don’t 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.
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