Technical Support Specialist

A vacancy exists for a Technical Support Specialist within Kazang Insights – Micro Merchant Division , in Rosebank, Johannesburg . The Technical Support Specialist provide telephonic support on all technical-related matters to the field teams supporting the company operations. Key Responsibilities include, but are not limited to:

• Provide Technical support to all field teams including Customer Service Managers, Customer Service Representatives, Field Service Technicians and Customers.
• Manage the inbound Call Centre and provide technical support and commercial information as required.
• Manage Outbound Call Centre needs on an ad-hoc basis.
• Assist with UAT and troubleshooting on POS and CRM-related matters.
• Assist field teams with training on POS and CRM software.
• Ensuring Customer details are updated and accurate.
• Manually correcting system and user errors.
• Managing RSO schedules to account for staff availability.
• Capturing and updating activities against customer records.
• Provide technical assistance on POS software.
• Technical assistance on CRM software.
• Ensure the CRM platform is updated and adjusted accordingly.
• Manage escalations as required.
• Update team on known issues and trends.
• Receive telephonic inbound customer requests and handle them accordingly.
• Ensure the CRM platform is updated and adjusted accordingly.
• Perform outbound calls to Customers on an ad-hoc basis based on the company requirements.
• Train field teams on POS and CRM software functionality.

• Tertiary certificates or Diploma in IT or technology-related courses.
• Call centre and remote support-related courses.
• 1 – 3 years performing remote support in the technology space.

• Basic Microsoft Office suite.
• Intermediate Microsoft Excel.
• Microsoft Dynamics 365 and associated services (RSO, Field Services etc.)
• Basic IT Networking.
• POS Hardware.
• Android Operating Systems.
• Remote Support and call centre processes.