- Provide expert technical support to customers, addressing and resolving issues related to user and device management, Internet connectivity, firewall and WiFi configurations, and server and MS365 management.
- Diagnose and resolve technical problems efficiently, ensuring minimal disruption to customer operations.
- Utilize AI-powered management tools to monitor customer systems proactively, identifying potential issues before they impact business operations.
- Perform routine system maintenance and updates to ensure optimal performance and security.
- Serve as a primary contact point for technical inquiries, maintaining clear, empathetic, and timely communication with customers.
- Explain complex technical issues in an understandable manner to ensure customer trust and satisfaction.
- Work closely with the Customer Care Support Team Lead and Customer Care Account Managers to align technical support activities with customer account strategies.
- Participate in collaborative projects and initiatives to enhance customer success and achieve business goals.
- Maintain accurate records of customer interactions, technical issues, and resolutions.
- Contribute to the development and maintenance of support documentation, knowledge bases, and FAQs.
- Engage in ongoing professional development to stay current with the latest technologies and best practices in IT support and management.
- Share knowledge and insights with team members to foster continuous improvement and expertise.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Proven experience in IT support or a similar technical role.
- Strong foundation in network infrastructure, device management, and cloud services (e.g., MS365, server management).
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues effectively.
- Strong communication skills with a focus on providing exceptional customer service.
- Familiarity with project management and CRM tools.
- Ability to work collaboratively within a team and contribute to collective goals.
- Commitment to continuous learning and professional development.
- Analytical and Detail-Oriented: Keen eye for detail with strong analytical skills for diagnosing and resolving technical issues.
- Empathetic Communicator: Understanding and empathetic with excellent communication skills for managing customer expectations.
- Adaptive Learner: Eager to learn and adapt to new technologies and challenges.
- Collaborative Team Player: Works well with others to achieve common goals and foster a unified approach to customer care.
- Resilient Problem-Solver: Maintains composure under pressure with a strong problem-solving attitude.
- Customer-Centric: Driven by a desire to deliver value to customers and enhance their satisfaction.
- Ethical and Accountable: Adheres to high ethical standards and takes ownership of actions and decisions.
- Provide expert technical support and address customer issues promptly within agreed SLA parameters.
- Assist in the preparation and management of accurate Bills of Materials (BOMs) for client projects.
- Collaborate with team leads and account managers to ensure cohesive service delivery.
- Participate in feedback implementation to enhance service quality continuously.
- SLA Compliance Rate: Achieve a 95% or higher compliance rate.
- Customer Satisfaction (CSS) Score: Maintain a CSS score of 95% or higher.
- Project Support Efficiency: Ensure a target success rate of 95% in technical project support.
- BOM Accuracy: Ensure high accuracy in BOM preparation and management.
- Continued Skill Development: Complete all required training and certifications.
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Support Engineer - Cape Town, South Africa - Ello Technology
Description
Job Title: Support Engineer
Ello Technology is seeking a highly skilled Support Engineer to join our team. As a Support Engineer, you will play a critical role in ensuring the seamless delivery of IT support and management services to our customers.
Job Overview:
Requirements:
Personality Profile:
Core Responsibilities:
Key Performance Indicators (KPIs):
Benefits:
Market Related Salary + 3 Annual Performance Based Bonuses per year
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