Technical Support Specialist

Our client is looking for a proactive and skilled Technical Support Specialist to join their established team in Kimberley . This position is essential for providing high-level technical assistance to customers experiencing challenges with our client's products and services. You will be responsible for diagnosing intricate technical issues, offering effective solutions, and ensuring customer satisfaction through timely and expert support. This on-site role offers a dynamic environment for a technical problem-solver within our Kimberley office.

Key Responsibilities

• Provide expert technical support to customers via phone, email, and potentially in-person assistance.
• Diagnose and resolve complex hardware, software, and network-related issues.
• Document all support interactions, troubleshooting steps, and resolutions accurately within the support system.
• Escalate critical issues to senior engineers or development teams with comprehensive details.
• Create and update technical documentation, knowledge base articles, and troubleshooting guides.
• Contribute to product improvement by relaying customer feedback and technical challenges to relevant departments.

Requirements

• Proven experience in a technical support role, with a strong understanding of IT systems.
• Proficiency in troubleshooting common operating systems (Windows, macOS) and software applications.
• Familiarity with networking concepts and hardware troubleshooting.
• Excellent problem-solving abilities and a methodical approach to issue resolution.
• Strong communication skills, both written and verbal, with the ability to articulate technical information clearly.
• Certifications such as CompTIA A+ or Network+ are highly regarded.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical aid and retirement fund benefits.
• Opportunities for professional development, training, and certification.
• Work within a supportive and experienced technical team in Kimberley .
• Generous paid time off and employee assistance programs.