Purpose of the Role:
Act as the first point of contact for all client support and training needs, ensuring resolution of customer issues, efficient use of ticketing workflows, and delivery of software training to new and existing clients.
Key Responsibilities
- Provide first-line technical and customer support via phone, email, and WhatsApp.
- Troubleshoot and resolve customer issues using diagnostic tools and questions.
- Escalate unresolved issues to senior technical teams.
- Manage support tickets throughout their lifecycle.
- Conduct remote training sessions with new and existing clients.
- Prepare and deliver software training materials.
- Maintain accurate client support logs and records.
- Identify potential improvements in support processes.
- Process client data imports.
- Communicate client feedback to internal teams.
- Support occasional outbound calls to book training sessions.
Required Skills & Qualifications
- Minimum 3–5 years experience in customer service, technical support, or software training roles.
Hard Skills (Proficiency Required):
- Customer support software / ticketing systems – Basic proficiency
- Microsoft Office (Excel – pivot tables and data cleaning advantageous) – Intermediate proficiency
- Google Workspace (Docs, Sheets, Drive) – Intermediate proficiency
- Basic troubleshooting skills and familiarity with computer systems
- Data processing and record management
Soft Skills:
- Friendly and professional telephone manner
- Strong customer service orientation
- Patience and clarity in explaining technical concepts
- Problem-solving and investigative abilities
- Attention to detail
- Collaborative team player
Job Type: Full-time
Pay: From R8 000,00 per month
Experience:
- Technical Support: 3 years (Preferred)
Work Location: In person
Application Deadline: 2025/07/31