Product Support Specialist (Virtual, Remote roles with ICT Sector based in SA)
Ict & Computer Jobs
- Oxford Recruitment
- Expires 08 Sep 2021
- Bulawayo
- Full Time
Job Description
The Product Support Specialist is required to manage all client technical support queries in a professional manner at all times. Using creative problem-solving methods, the incumbent is highly focused on attention to detail and ensuring the technical problem is resolved timeously. Motivation to learn / pushing to learn / ambitious. Fundamental Programming – Java & .Net (4/5 yrs experience). Methodology: Network connectivity experience, physical layers, and then finally applications. Some helpdesk work required, more integrations work for our products. Test cases. Systems and comms knowledge – pushing to move into dev space and technology agnostic. Experience with interacting with internal developers to resolve customer queries or system issues via the company’s internal ticketing system. At times, general/admin type queries must also be attended to. Stakeholder management. Monitoring of system resources and ensuring our in-house system (Sentry) is processing as per normal; Ensuring all requests allocated to you through our in-house ticketing system (Assist) are attended to timeously; Identify the root cause of an error and; Investigate errors and provide solutions and escalate these errors to the appropriate developers if the situation requires this; Provide phone, email and web-based support for clients and troubleshoot client and internal issues; Assist with deployments queues and resuming and resolving all fall out errors after deployment;
Duties and Responsibilities
Assisting with test cases; Interacting with internal developers to resolve customer queries or system issues via the company’s internal ticketing system; Manage and maintain accurate and thorough client support records only if they are attended to outside of the Assist system; Creative problem solving, closing the technical query To be confirmed. After hours support will be required every third week to assist with critical issues only.
Qualifications and Experience
Qualification & Experience: Degree or Diploma in which Java, .Net and PHP were core subjects or equivalent field/work experience; 1-3 years customer or technical support experience. Excellent communication (oral and written), interpersonal, organizational, and presentation skills; Knowledge of software development processes and concepts. Understanding of HTML, XML, JavaScript, .Net and PHP important; Proficient with Microsoft Office; Service focused – ensuring that the needs of clients are met. Productive - action and results orientated.
How to Apply
Salary: USD$1500-$2000 /month. Urgently apply if you are interested and indicate your salary expectations and your notice period, attach your CV in word format to: cvs@oxfordrecruitment.co.zw
