1st Line Support Agent & Trainer - North Johannesburg
Together with our client, a leading claims administrator in Johannesburg North, we are recruiting for a 1st Line Support Agent and Trainer who will be responsible for providing efficient and effective technical support to customers as well as onboarding of new practices and going on-site to train the users on their software. This role requires a strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs. Duties and Responsibilities: The Support role: • Respond to customer inquiries via phone, email, or chat in a timely and professional manner. • Diagnose and troubleshoot issues related to the software, hardware and network connectivity. • Provide step-by-step guidance to customers to resolve problems efficiently. • Escalate complex issues to appropriate teams for further investigation and resolution • Document all customer interactions and solutions accurately in the support ticketing system. • Contribute to the creation and maintenance of a knowledge base containing troubleshooting guides, FAQ’s and best practices. • Identify trends in customer issues and recommend proactive solutions or process improvements The Training role: • Develop and deliver training and materials to users of the application • Conduct one-one-one and group training sessions, on site or at the office • Monitor trainee progress and provide constructive feedback to help them improve their performance. • Continuously update training materials and documentation to reflect changes in products or procedures. Qualifications and Experience: • Matric • CompTIA A, CompTIA Network (or similar) Support/call centre certifications and/or degree in Information Systems • Min 1 year experience on an application support desk with a company that provides practice management software to specialists (doctors) • Strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs • Excellent problem-solving skills and ability to think logically • Strong communication skills, both verbal and written • Experience in developing and delivery training programs is highly desirable • Familiarity with help desk software and ticketing systems • Ability to work independently and s part of a team in a fast-paced environment • Flexibility to adapt to changing priorities and business needs Skills and Competencies: • Computer literate in MS Office (Microsoft Excel, Word, and PowerPoint; and Outlook) • Articulate with strong communication skills (oral and written) • Ability to adapt and learn new skills. • Ability to multitask. • Cope well under pressure. Remuneration • R 20 000.00 – R 30 000.00 CTC per month (depending on experience) Only candidates who meet all the requirements stipulated in this advert will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application unsuccessful. To apply please send your CV and supporting documents to recruitment1medicalresources.co.za with REF: Support Agent & Trainer
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