Reporting to the National Technical Support Manager, the successful candidate will be responsible for providing technical support in English to internal and external clients on all CENTURION products.
Main Responsibilities:
- Timely Technical Support Response: Ensuring all incoming technical support queries via various contact mediums (inbound calls, ZOHO live chat, and email) are addressed within defined timeframes and quality standards.
- Quality Communication: Upholding the expected quality standard in all communication with clients, maintaining a high level of professionalism and clarity.
- Resource and Knowledge Management: Ensuring the technical support team has access to necessary resources and technical knowledge to provide exceptional support to both internal and external clients. Continuously update and enhance the knowledge base for improved support services.
- Product Expertise: Maintaining an excellent understanding of CENTURION products and installation specifications, with a strong focus on applications, software, and firmware. Staying up to date with the latest developments and changes in these areas.
- Specialized Technical Support: Providing specialized technical support for applications, software, and firmware to both internal support staff and clients. Assisting in resolving complex technical issues related to these aspects.
- Software and Firmware Management: Managing and maintaining knowledge of different software and firmware versions, including their upgrades and enhancements. Assisting customers and internal technical staff in understanding the functionalities and benefits of various versions.
- Testing and Bug Identification: Collaborating with Quality Evaluation and R&D teams to test new software and firmware releases, identifying and documenting any bugs or issues. Escalating findings for prompt resolution.
- Ad-hoc Responsibilities: Assisting in various ad-hoc duties such as training, technical data updates, participation in exhibitions, site support, testing new products, and addressing unique site requirements.
- Coaching and Training: Regularly coaching and mentoring internal support staff, focusing on developing their technical skills related to applications, software and firmware support.
Required Qualifications / Experience:
- Matric
- Minimum of 2 years customer service experience
- Technical Background: Experience working with Centurion Systems technical products or in technical roles can be beneficial. This might include experience in electronics, electrical systems, or gate automation specifically.