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Position Name : Technical Support Specialist (Web Dev experience, C#, Jscript, SQL)

 

Technical Support Specialist (Hardware and Software)

This technology company operating within the food industry, and making its mark rapidly is looking to employ a highly capable Technical Support Specialist to attend to all technical issues (both software and hardware) affecting the operation of  systems and to manage and apply software and hardware solutions that enhance operational efficiency. You will be bridging our customer support teams and IT developers.

A solid understanding of code is essential.

Product Development

Communicate and capture product requirements from stakeholders

Provide support during product backlog grooming, prioritization and the subsequent development process

Manage requirements and change requests

Create release notes and determine the impact of the release

Provide support with software testing

 

 Product Support

Technical support and maintenance of existing software applications and surrounding infrastructure

Ownership of customer issues reported and see problems through to resolution

Create, test and maintain online menus

Provide technical support for online menus (Store Front and Call Centre)

Create and manage merchant delivery zones

Provide prompt and accurate feedback to both internal and external customers

Provide remote software training to call centre agents

Follow standard procedures for proper escalation of unresolved software and hardware issues to the appropriate internal teams

Execute bug-fixing and root-cause analysis when needed

 

 Data Management

Prepare accurate and timely reports

Generate and provide reports as per client requests

Query the SQL database to resolve queries

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Troubleshooting day-to-day technical queries

 

 Knowledge Base Development

Create specific customer and technical support videos (tutorials)

Document knowledge in the form of knowledge base tech notes and articles

Ensure proper recording and closure of all issues

Update the CRM systems timeously to reflect the agreed actions

BS degree in Information Technology, Computer Science or equivalent

Minimum of 3 years’ experience in enterprise technical support

Web development experience with proficiency in web development tools and techniques, in particular Javascript and C#

SQL database administration, utilities and scripting skills

Strong problem-solving skills

Excellent client-facing skills

Excellent written and verbal communication skills

 

R20 000 ctc (no benefits)