looking for a Technical Support Consultant to help our partners and customers with any ESET related query.
You will diagnose and troubleshoot technical problems and help our customers install applications and programs. Your responsibilities include overseeing the technical tickets queue, telephone support, resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use our in-house applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. To be qualified for this role, you should hold a qualification in a relevant or similar field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus.
− Matric certificate
− Customer service experience, preferably IT
− Technical support experience and/or technical knowledge
− Basic Networking skills
− Experience with Windows, Linux, Apple.
1. Processing of technical tickets in the ticketing queues.
a. Oversee the technical queue with the bulk of these tickets to be handled timeously.
b. Tickets to be closed within agreed team SLA time.
c. Tickets to be closed with a message to confirm completion of ticket.
d. All tickets that arrive before 17:00 need to be attended to on the day.
e. Tickets that are not closed on the day need to be updated with a message as to why they are not closed.
f. Diagnose and troubleshoot technical issues, including account setup and network configuration.
g. Ask customers targeted questions to quickly understand the root of the problem.
h. Track computer system issues through to resolution, within agreed time limits
i. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
j. Properly escalate unresolved issues to appropriate internal teams
k. Provide prompt and accurate feedback to customers.
l. Refer to internal database or external resources to provide accurate tech solutions.
m. Ensure all issues are properly logged.
n. Prioritize and manage several open issues at one time.
o. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
p. Prepare accurate and timely reports as and when required.
q. Document technical knowledge in the form of notes and manuals
r. Maintain jovial relationships with clients, partners, and colleagues.
2. Assist customers with product queries, including product troubleshooting:
a. Over the phone
b. Via email
c. Remote support using tools like ZOHO.
3. Involvement in execution of Customer Service Team Sales and Channel Partner campaigns.
4. Assist partners via telephone.
a. Assist partners with PartnerZone queries.
b. Assist partners with license usernames and passwords, as well as basic account queries.
c. Create partner demo licenses and discount codes.
d. Ensure partner can receive demo by checking the policy.
e. Discount code issues also need to be run by CST Team Leader.
f. Liaise with Dispatch on partner post items.
g. Handle partner dispatch call queries.
5. Escalation of client or partner issues to AM or Channel Manager
a. Any complaints to be escalated timeously.
b. Queries that need assistance or for which answers cannot be determined to be escalated.
6. Perform any reasonable tasks / duties requested by management.
7. Assisting with training and onsite support in South Africa and Namibia (this may involves traveling) including:
a. Client POC’s
b. Onsite client technical support
c. Partner onsite technical training sessions
d. Remote Partner technical training
8. Sharing any new-found knowledge acquired with any support query resolution with the rest of the team.
9. Technical support training within South Africa.