Junior Support Technician
Exceed Human Resource Consultants
- Paarl, Western Cape
- Permanent
- Full-time
- Provide exceptional customer service by responding to phone, e-mail and online, and WhatsApp technical support requests.
- Advocate for customers, ensuring that serviceability and product quality issues are tracked, prioritised, resolved, and incorporated into the product release cycle.
- Provide support to customers throughout their business operations when required.
- Assess and analyse the root cause of issues, gather customer information, and determine the appropriate solutions.
- Identify and escalate priority issues according to client specifications.
- Adhere to standard processes and procedures.
- Promptly escalate any challenges experienced to the Support Manager.
- Regularly report back to the Support Manager as required.
- Stay up to date with software and hardware changes as well as enhancements.
- Assist customers in the installation and integration of software and services.
- Track and monitor all support cases to ensure timely resolution and follow-up.
- Clearly identify, document, and find solutions for customer issues and product problems.
- Escalate critical customer situations to the appropriate level of management and engineering expertise.
- Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
- Contribute to documentation and knowledgebase article library.
- Model core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teamwork
- Travel to customers' locations when required for onsite support.
- Must have own reliable transport
- Must have a valid driver's license
- Must have a Matric certificate and basic IT knowledge
- Must be able to work for extended periods of time
- Position requires patience
- Position requires an analytical and positive thinker
- Must be presentable and well-spoken
- Hospitality and / or Retail experience will be beneficial
- Strong communication and networking skills
- Excellent organisational and time management skills
- Outstanding interpersonal and leadership skills
- Excellent presentation skills
- Critical thinker and pro
- Email your comprehensive CV to
- We reserve the right to only conduct interviews with candidates of choice.
- Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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