We are seeking a skilled and customer-focused Technical Support Engineer to join our team at Dahua Technology South Africa. This role is ideal for a tech-savvy professional with strong knowledge in CCTV and networking systems, who is passionate about solving technical problems and providing exceptional support to clients. You'll play a key role in assisting customers with product configuration, troubleshooting issues, and ensuring a high level of technical service and satisfaction.
Job Responsibilities
- Introduce new product features to the Channel Customer, help customer to select and configure products
- Maintains knowledge of technology innovations and trends.
- Understand and consolidate customer demand for products, feedback to product department for product improvement;
- To coordinate resources, provide technical support
- Identifies, investigates, and resolves users problems with software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Consults with clients to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Arranges service by RMA to repair or replace defective products.
- Performs other related duties as assigned.
Job requirements:
- Degree in Network, communications, computers and other related fields
- At least 2 years of experience in customer technical support highly preferred.
- Technical knowledge in the CCTV and Network field
Key Skills:
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software
- Proficient with or the ability to quickly learn an array of hardware and software