Offer summary

Qualifications:

Minimum Grade 12 certificate, including Mathematics., A diploma or certification in IT, Computer Science, or a related field is beneficial., 3+ years' experience in IT support or customer service, preferably within an ISP Call Centre., Technical experience with SQL, JSON, and Java preferred..

Key responsibilities:

Serve as the primary support contact for technical issues and customer queries.

Provide efficient support to MDM customers via various communication channels.

Troubleshoot problems related to app restrictions, policy enforcement, and connectivity.

Update customer records on the CRM system and maintain ticketing system updates accurately.

Job description

This is a remote position.

A rapidly growing ICT company, specialising in hardware and software distribution and delivering value added innovative solutions that enhance business efficiency to clients across varied sectors, is seeking a full-time, Technical Support Specialist to join their support team and play a key role in assisting their corporate customers. This position is ideal for someone with strong technical aptitude and a passion for problem-solving, customer service, and technology. You’ll be the first point of contact for technical queries, helping clients enroll devices, configure settings, troubleshoot, and manage custom applications using their MDM platform. This is a remote position, that may require minimal travel to new clients.

Key Responsibilities:

Serve as the primary (first line) support contact for technical issues.
Proactively identify and understand customer needs & problems.
Provide efficient and effective support to MDM customers via Whatsapp, telephone, email, or online meetings.
Support customers remotely in a timely manner and deliver exceptional service.
Diligently execute escalations beyond 1st line support to management and/ or development teams.
Update customer records on the CRM system and record accurate summaries of customer interactions.
Assist with system configuration (ad-hoc), account activations, de-activations and reconciliations.
Guide new clients through initial device enrolment and system setup.
Troubleshoot problems including app restrictions, policy enforcement, and connectivity.
Support application management: whitelisting/ blacklisting, pushing updates, etc.
Collaborate with internal teams for escalations and complex issues.
Maintain ticketing system updates accurately and meet SLA targets with clients.
Continuously learn and update knowledge on our software platform and features.
Share insights with internal team based on customer interactions.
Any other ad-hoc support as required.

Requirements

3+ years' experience in IT support or customer services experience within an ISP Call Centre would be a plus.
Technical experience with SQL, JSON and Java preferred.
Basic understanding of Android operating systems and Apps (e.g. know how to identify different app versions).
Basic understanding of HTTPS/HTTP, SSL, TLS & Certificate Authority (CA).
Strong problem solving skills and logical thinking.
Excellent written & verbal communication, and interpersonal abilities.
Ability to work timeously to deliver fast, efficient and professional first line support.
Customer centricity and ability to handle the conflict & client pressure.
Excellent organisational skills with an ability to handle multiple tasks at a time.
Ability to work with technical documentation and follow standard procedures.
Eagerness to learn and grow within a technical support environment.
MS Office proficiency (Word, Excel, Outlook, Teams), experience with CRM systems a plus.
Familiarity with mobile device management or enterprise mobility tools, would be an beneficial

Qualifications:

Minimum of Grade 12 certificate, including Mathematics
A diploma or certification in IT, Computer Science, or a related field is beneficial.
CompTia A+ Certification would be advantageous