Client Support & Technical Support Specialist

Job Summary:
We are looking for a Client Support & Technical Support Specialist to provide top-tier assistance to customers by troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction. The ideal candidate will have strong problem-solving skills, technical expertise, and excellent communication abilities to guide users through product features, resolve software-related issues, and improve the overall customer experience.
Key Responsibilities:
1. Client Support & Issue Resolution:
• Serve as the first point of contact for clients regarding product-related issues.
• Provide timely and professional support via phone, email, chat, or ticketing systems.
• Diagnose and troubleshoot software, hardware, and network-related problems.
• Document and track customer interactions, issues, and resolutions in the CRM system.
2. Technical Troubleshooting & Assistance:
• Identify, analyse, and resolve technical issues related to software, applications, and system configurations.
• Guide clients through troubleshooting steps, ensuring clear and effective communication.
• Escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.
3. Product Knowledge & Training:
• Develop a deep understanding of the company’s products, services, and features.
• Assist clients with software installations, updates, and configurations.
• Provide user training and onboarding sessions to ensure clients maximize product benefits.
4. System Monitoring & Maintenance:
• Monitor system performance, uptime, and error logs to identify potential issues.
• Work closely with IT and development teams to report bugs, errors, and system improvements.
• Assist with routine software updates and patches to enhance product stability.
5. Customer Relationship Management & Feedback:
• Ensure a high level of customer satisfaction by providing excellent service.
• Gather customer feedback and report common issues or trends to the product team.
• Maintain positive relationships with clients, ensuring retention and loyalty.

Requirements & Qualifications:
- Education:
• Diploma/Degree in Information Technology, Computer Science, or relevant experience.
- Experience:
• Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
• Experience working with ticketing systems, CRM software, or customer support platforms.
- Technical Skills:
• Strong understanding of Windows, macOS, and mobile operating systems.
• Basic knowledge of networking, troubleshooting, and software configurations.
• Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
• Experience with remote support tools (TeamViewer, AnyDesk, etc.).
- Soft Skills:
• Excellent communication and interpersonal skills to engage with clients effectively.
• Ability to work under pressure and prioritize multiple tasks.
• Strong problem-solving and analytical skills.
• Patience and empathy when dealing with non-technical customers.

Please Note:
* Position is based in Pretoria and therefore candidates from that area will be given preference
* Candidates with Afrikaans as their first language will be given preference
* Should you not receive any feedback, please consider your application as unsuccessful.