What Jobs are available for Customer Support Engineer in South Africa?

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

• Grade 12 (Matric)
• Good command of English (verbal and written)
• Excellent communication skills with clients and internal teams
• Strong decision-making and problem-solving abilities
• Good organizational and time management skills
• Ability to work well under pressure and adapt to change
• High level of discretion and trustworthiness
• Strong attention to detail
• Proficient in Microsoft Office Suite and internal company systems
• Sound understanding of Optix products and services

• In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.

• Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.

• Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.

• Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.

• Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.

• Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation.

• Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.

• Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.

• Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

• Independent Decision-Making
• Collaboration with Optix Internal Departments
• Organizational skills
• Time Management
• Good command of English
• Excellent communication Skills with Clients and Internal teams
• Ability to work under pressure and adapt to change.
• Discretion and trustworthiness
• Attention to Detail
• Good Knowledge of Microsoft Office Suite and Internal Company Systems and Product Knowledge

The primary purpose is to engage with clients in a professional manner on a daily basis. This involves efficiently fulfilling job requests and tasks within specified time frames, adhering to established standards, client requirements, and the velocity system. The role also encompasses delivering constructive feedback to clients regarding completed or ongoing work. The Technical Software Support Tier 2 Agent plays a pivotal role in maintaining a consistently high level of quality and efficiency within the Support Department, contributing to its overall effectiveness and operational excellence.

• Advanced Issue Resolution: Take ownership of escalated technical issues from Tier 1 support agents and clients, applying in-depth technical expertise to diagnose, troubleshoot, and resolve complex software-related problems.
• Client Collaboration: Engage directly with clients to understand their escalated concerns, providing clear and empathetic communication while managing expectations regarding issue resolution timelines and processes.
• Collaboration with Technical Teams: Communicate effectively with internal technical teams, as well as external partners like Lytx, to escalate issues that require specialized knowledge or resources beyond Tier 2 capabilities. Facilitate a smooth transition of information for prompt resolution.
• Problem Solving: Analyse intricate software issues, leveraging a comprehensive understanding of software architecture, networking, and system integration, to identify root causes and devise innovative solutions.
• Documentation and Knowledge Base: Document detailed technical information, troubleshooting steps, and resolutions in a structured manner within the ticketing or CRM system.
• Quality Assurance: Ensure that escalated issues are resolved with accuracy and efficiency, adhering to company standards and guidelines. Strive for excellence in problem-solving and client satisfaction.
• Mentorship and Training: Provide guidance and mentorship to Tier 1 support agents, sharing technical insights, best practices, and problem-solving strategies to enhance their skills and capabilities.
• Continuous Learning: Stay current with the latest software updates, features, and industry trends to remain well-informed and capable of addressing complex client inquiries.
• Performance Metrics: Contribute to team goals by meeting or exceeding key performance indicators related to issue resolution timeframes, client satisfaction ratings, and ticket management.
• Process Improvement: Identify patterns and trends in escalated issues, collaborating with internal teams to develop strategies for enhancing software usability, reducing support inquiries, and improving overall client experience.
• Client Feedback: Proactively gather feedback from clients on their experiences, identifying areas of improvement and potential enhancements to software functionalities.
• Cross-Functional Collaboration: Work collaboratively with other departments, such as Logistics, to communicate recurring issues and contribute to the enhancement of software products.

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

• Provide software & hardware support on all our products.
• Build solid business relationships with our clients.
• Manage and execute all service calls and new installations (hardware & software) in the set time-frames and the profitability of it.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer queries.
• Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers and the development team.
• Ensure the proper recording and closure of all issues.
• Complete onsite networking fault prevention, as well as resolved onsite challenges.
• Prepare accurate and timely reports.

• 2 years experience in the time & attendance/access control field would be ideal.
• Must have at least 2 years telephonic, call centre and field support experience.
• A+, N+ certification and networking experience.
• Excellent written and verbal communication skills.
• Valid drivers license.

About Us;

Fusion Software is a South African based software, web, and app solutions provider. We have been operating since 2002 and currently have around 15,000 users on our platform. We offer CRM, Sales, Projects, Timesheets, Stock, Manufacturing, Accounts and HR solutions to name a few, and we deploy combinations of these modules in order to answer a clients specific business needs. In short, any business of any size can benefit from our solutions whether it's a start-up or a corporate, with the ability to adapt your solution to fit ever changing industries.

Role and Responsibilities:

• Installation and Configuration of Fusion Software's application platforms.
• Support and Maintenance of Fusion Software's existing implemented Software.
• Microsoft SQL Database level interaction for Data Importing and Data Analysis
• Communication internally and externally with clients and Project Stakeholders
• Provide training to clients on Fusion Software systems.
• Potential Travel to clients within the country if required.

Preferred Skills:

• Basic to Intermediate Microsoft Windows Server (specifically AAD and Permission configuration)
• Intermediate to Advanced Microsoft Windows Desktop environments
• Basic to Intermediate Microsoft SQL Server TSQL
• Basic Microsoft SQL Server Configuration
• Basic understanding of Windows Internet Information Services.
• Intermediate to Advanced Microsoft Office (Excel, Power BI, etc.)

Non-negotiable:

• Intermediate to Advanced Microsoft Windows Desktop environments
• Intermediate to Advanced Microsoft Office experience/ skills (Excel, etc.)

Advantages:

• 1-3 Years working experience in a Software support or implementation environment.
• Experience in MSSQL will be beneficial.
• Experience in a Software Implementation or Support Desk environment.
• Experience in Windows Microsoft Server.

Qualifications:

• Diploma in Information Technology

Salary: R12K- R15K commensurate with experience and skill

Are you passionate about delivering exceptional customer support? Do you enjoy problem-solving in a fast-paced, tech-driven environment? If you're keen to grow your skills and gain hands-on experience in software support, this opportunity could be for you
Description
DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.

What's In It For You

• Hands-on experience and a chance to learn from the best
• A supportive environment where you can develop your skills and grow your career.
• A chance to work with a diverse range of clients.
• Build valuable connections and skills within the technology sectors.

What You'll Do In Your Software Support Internship

• Provide first-level customer support for Zoho Suite users, addressing both technical and administrative issues.
• Efficiently manage a high volume of support requests via calls, emails, and chat, ensuring timely responses.
• Troubleshoot and resolve customer queries by researching and offering solutions.
• Escalate unresolved issues to higher-level support when necessary, maintaining clear communication and documentation.
• Identify customer needs and provide relevant assistance, focusing on enhancing their overall experience with our software.

What We're Looking For In A Software Support Intern

• Individuals studying towards or have completed a diploma/bachelor's degree in information systems or a related field (preferred but not compulsory).
• Proficiency in English with excellent communication skills.
• Excellent communicators with strong written and verbal skills.
• Strong multitasking, time management, and problem-solving skills.
• Self-motivated individuals who take initiative.
• Enthusiasts for continuous learning and teaching.

Requirements

• You will need to be based in the Somerset West or surrounding area. You'll need to be in DSL Telecom's office in Somerset West on a regular basis so we are open to local candidates only

Schedule

• 8 hours Monday to Friday

You'll join a team that values collaboration, innovation, and hard work. If you're keen to enhance your customer service abilities within the software space, we're eager to hear from you

Company Description

At Kinektek, we simplify financial transactions by providing convenient access, ease of use, and security for millions of people globally, regardless of their income group. We believe that technology enables happier and more empowered customers, leading to quicker and more satisfying transactions. Our approach prioritizes the end user in the development of software platforms and omni-channel commerce solutions. We focus on technical accuracy and detailed customer understanding to create secure, efficient, and reliable self-service transaction systems.

Role Description

This is a full-time on-site role located in the City of Cape Town for a Device & Software Support Engineer. The primary responsibilities include providing technical support, troubleshooting software and device issues, developing software solutions, and ensuring customer satisfaction through effective customer service. The engineer will also work closely with other teams to enhance the functionality and user experience of our products.

Qualifications

• Proficiency in Software Support and Technical Support
• Skills in Software Development and Troubleshooting
• Strong Customer Service abilities
• Excellent problem-solving skills
• Ability to work independently and collaboratively

Detail

We have a need for someone who can be present in our workshop in Ndabeni, Cape Town, 8 hours a day to perform the following tasks:

Assist with new machine design or design revisions e.g. addition of new components requiring control like scanners, printers or dispensers.

Manage the assembly and testing of components and entire machines

Write Java code onto a Raspberry Pi controller to manage all components on the kiosk, like printers, POS device, thumbprint readers, camera and any other component that might be added. Devices are typically connected via USB or Ethernet. (This skill will be advantageous)

Write Flutter apps for Android devices (this is a nice to have)

Assist with remote management of kiosks using BalenaOS

Interact with Support Technicians in the field over WhatsApp and phone

Interact with customers via Issue tickets logged in Jira

Speak to customers on the phone to determine what the issue might be with a machine

Make arrangement for Technician call outs to service machines in the field

Arranging shipment of components and machines to site

Remotely troubleshoot and find solutions

Report to the Workshop Manager

Elle Health is a healthcare technology company. Our goal is to reduce the administrative burden of running a successful medical practice using innovation and technology.

We are looking for a senior energetic, driven, and smart software support person in Pretoria to join our rapidly growing health-tech team.

Responsibilities:

• Visiting medical practices in Gauteng to provide on-site support for Elle's web-based medical billing software.
• Building relationships with practice staff and answering their questions about Elle's services.
• Troubleshooting technical issues and providing solutions.
• Training practice staff on how to use Elle's services effectively.
• Providing feedback to the Elle team on customer needs and product improvements.

Ideal candidate characteristics:

• Passion for Customer Service: You should enjoy interacting with customers and helping them resolve issues.
• Tech-savvy: You should be capable of troubleshooting technical computer software problems.
• Energetic: You should have a positive attitude and be energetic.
• Competitive: Competitiveness should be part of your DNA. You should love winning.
• Intelligent: You should be smart and open to always improving yourself and your team's processes.
• People Person: You should enjoy forming and maintaining relationships.
• Strong Communicator: You should be a strong verbal and written communicator.
• Organized: You should be very organized in multiple aspects.

Requirements:

• 2-4 years of sales experience with a proven track record.
• Experience in the medical billing industry is advantageous.
• Own car that can be used for work purposes. Valid driver's license.
• Tertiary qualifications are beneficial.
• Fluent in English. Additional languages are advantageous.

Compensation and benefits:

• Competitive salary with a commission structure.
• Fleet card, mobile phone, and laptop.
• Opportunities for career growth and development.

Join our close-knit team of high-performing young professionals who are excited about making a difference in the world. If you are passionate about sales, technology, and making a positive impact, we want to hear from you.

Job Type: Full-time

Pay: R15 000,00 - R25 000,00 per month

Application Question(s):

• Do you have any medical industry experience? Please elaborate.
• Are you technologically proficient? Please elaborate.
• Hoe goed is jou Afrikaans?
• Please sell yourself.
• What are your salary expectations?
• Do you have your own car? Is it reliable?
• Which suburb do you stay in? How long would your commute to Lynnwood be?

Work Location: In person