Technical Support Specialist - Johannesburg - Lesaka Technologies Inc.

    Lesaka Technologies Inc.
    Lesaka Technologies Inc. Johannesburg

    1 week ago

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    Description

    A technical support specialist is sought for Kazang Insights – Micro Merchant Division in Johannesburg. The role involves providing telephone-based technical assistance to field teams supporting the company's operations.

    Key Responsibilities:

    • Offer technical support to customer service managers, representatives, technicians, and customers.
    • Manage the inbound call centre, providing technical support and commercial information as required.
    • Handle outbound call centre needs on an ad-hoc basis.
    • Assist with UAT and troubleshooting of POS and CRM-related matters.
    • Support field teams with training on POS and CRM software.
    • Maintain accurate customer details.
    • Correct system and user errors manually.
    • Coordinate RSO schedules according to staff availability.
    • Update customer records with captured activities.
    • Provide technical assistance with POS and CRM software.
    • Evaluate and adjust the CRM platform accordingly.
    • Manage escalations as necessary.
    • Communicate known issues and trends to the team.
    • Respond to telephonic customer requests and handle them appropriately.
    • Evaluate and adjust the CRM platform accordingly.
    • Perform outbound calls to customers based on company requirements.
    • Train field teams on POS and CRM software functionality.

    Requirements:

    • Tertiary certificates or diploma in IT or technology-related fields.
    • Call centre and remote support-related courses.
    • 1-3 years of experience in remote support within the technology sector.

    Technical Skills:

    • Basic Microsoft Office suite proficiency.
    • Intermediate Microsoft Excel skills.
    • Microsoft Dynamics 365 and associated services (RSO, Field Services, etc.) knowledge.
    • Basic IT networking understanding.
    • POS hardware familiarity.
    • Android operating systems knowledge.
    • Remote support and call centre process expertise.


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