Junior Support Technician

Reference: 9393 AV
Consultant: Anneke Viviers 

Job Description: 

  • Provide exceptional customer service by responding to phone, e-mail and online, and WhatsApp technical support requests.
  • Advocate for customers, ensuring that serviceability and product quality issues are tracked, prioritised, resolved, and incorporated into the product release cycle.
  • Provide support to customers throughout their business operations when required.
  • Assess and analyse the root cause of issues, gather customer information, and determine the appropriate solutions.
  • Identify and escalate priority issues according to client specifications.
  • Adhere to standard processes and procedures.
  • Promptly escalate any challenges experienced to the Support Manager.
  • Regularly report back to the Support Manager as required.
  • Stay up to date with software and hardware changes as well as enhancements.
  • Assist customers in the installation and integration of software and services.
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Clearly identify, document, and find solutions for customer issues and product problems.
  • Escalate critical customer situations to the appropriate level of management and engineering expertise.
  • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
  • Contribute to documentation and knowledgebase article library.
  • Model core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teamwork
  • Travel to customers’ locations when required for onsite support.

Qualifications: 

  • Must have own reliable transport
  • Must have a valid driver’s license
  • Must have a Matric certificate and basic IT knowledge
  • Must be able to work for extended periods of time
  • Position requires patience
  • Position requires an analytical and positive thinker
  • Must be presentable and well-spoken
  • Hospitality and / or Retail experience will be beneficial
  • Strong communication and networking skills
  • Excellent organisational and time management skills
  • Outstanding interpersonal and leadership skills
  • Excellent presentation skills
  • Critical thinker and pro

How to Apply: 

  • Email your comprehensive CV to exceedhr@exceed.co.za. 
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
  • We reserve the right to only conduct interviews with candidates of choice. 
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.