1st Line Support Agent & Trainer (Medical Bureau) - Johannesburg
Glasshouse Recruiting
Full Time Johannesburg February 26, 2024 - March 26, 2024 Internet - IT Support Job Overview Requirements: Matric Min 1 year experience on an application support desk with a company that provides practice management software to specialists (doctors) CompTIA A, CompTIA Network (or similar) Support/call centre certifications and/or degree in Information Systems Competencies: 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 The main purpose of this position: The 1st Line Support Agent and Trainer is responsible for providing efficient and effective technical support to customers as well as on-boarding of new practices and going on-site to train the users on our software This role requires a strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs Duties & Responsibilities: 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 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
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