Technical Customer Support Specialist

Emporium Human Capital • Other • George, South Africa • 3h ago

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: