Connectik Technologies Recruiting Customer support

Connectik is a global software company based in the United Kingdom with offices in Switzerland and America. Connectik has developed a simple and secure multi-tier social collaboration platform that extends past existing Enterprise Social Networks and basic Collaboration platforms, with an end-to-end solution. The platform enables different layers of an organization to leverage social network technologies to engage with each other anywhere in the world, on any device and at anytime.

Position: Customer Support – Tier 2, Technical Support

Location: Johannesburg, South Africa

Duration: Full Time

Roles & Responsibilities

• This individual will provide advanced technical support and customer assistance through phone, ticket, and chat support for a mobile app and a desktop SaaS application
• Serve as the advanced point of customer contact, specifically for technical issues, in reporting, documenting, and resolving issues
• Must verify customers, validate their reported issues, and attempt to resolve with “First Call Resolution”
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical and software issues involving internet connectivity, email, operating system, device specifics, or other potential causes of service disruption
• Research required information using available resources
• Manage escalations appropriately to next level of technical support with the technology team or leadership, as required
• Adhere to service SLAs, performance metrics, and utilize support procedures, and tools appropriately
• Offer advanced trouble shooting, login/password resets, application tips, to enable customer success
• Enhances the organization’s reputation by accepting ownership for accomplishing new and different requests and finding opportunities to add value to the role

Required Qualifications

• Previous Call Center technical support experience with digital applications
• Excellent Communication Skills – including oral, written, and keyboarding
• Flexibility in shift timings
• High school diploma
• Experience with Microsoft Office Suites
• Experience with Zendesk or other customer support platforms
• Demonstrated problem resolution, teamwork and time management skills
• Experience with Windows on desktop and IOS, and Android applications and devices
• Professional demeanor and appearance