Technical Helpdesk Representative

About the role:

The Technical Helpdesk Representative is responsible for providing technical support and customer information management and maintenance to Kitomba customers, under the guidance of the Customer Support Manager.

This role is mainly Monday to Friday, full time, with rotating shifts between the hours of 8am and 9pm. This role also rotates Saturday shifts. There is an on-call requirement too.

Responsibilities

• Customer Technical Support (Phones, Webchats & Emails)
• Respond to inbound customer phone calls, webchats and emails and resolve customer issues.
• Conduct technical troubleshooting on Kitomba software and related hardware issues.
• Complete reinstalls of Kitomba on the customer's desktop as required.
• Technical Investigation & Replication
• Investigate customer-reported issues and attempt to replicate.
• Rule out configuration issues, training gaps and known issues before...