Responsibilities :

Data Analysis and Root Cause Identification

Analyze data related to technical product issues.
Determine root causes of the problem.
 

Customer Interaction and Support

Respond to customer product inquiries via various channels.
Resolve customer concerns during installation, operation, maintenance, or compatibility issues.
Educate users on product usage.
 

Troubleshooting and Documentation

Preparation and Implementation of Lesson Plans.
Instruction in Classroom and Virtual Settings.
Use of Need Assessment Tools.
Follow-Up and Applicability Assessment.
 

Product Improvement and Development

Contribute suggestions for overall product improvement.
Support remote upgrades, installations, and maintenance.
Serve as a point of contact for technical and service-related problems.
 

System Diagnoses and Reporting

• Use established procedures to diagnose system failures.
• Minimize customer downtime.
• Develop and maintain a thorough understanding of the product line.
• Generate daily reports for internal stakeholders.

Customer Feedback and Closure

• Ensure each query is closed off accurately.
• Provide feedback to customers in a suitable and professional manner.

Requirements

Knowledge, skills and attributes:

• Good trouble-shooting and problem-solving skills
• Good understanding of the product they will be required to handle and the related processes.
• Ability to communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests.
• Good attention to detail coupled with good analytic ability.
• Ability to multi-task
• Good knowledge of email and modem setup and troubleshooting
• Solid knowledge of all windows operating system

Education and training:

• Senior certificate 
• Diploma or certification in relevant IT field.

Experience:

• At least 2 years’ related work experience in a similar role.
• Experience with digital products / platforms or markets and how to develop solutions for these markets, including specific industry and technical knowledge.
• Previous IT technical support experience with a minimum of 2 years’ IT desktop support.