Job Title: 1st Line Support Agent and TrainerTogether 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.Desired Experience & QualificationThe 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, FAQs and best practices.Identify trends in customer issues and recommend proactive solutions or process improvements.The Training role:Develop and deliver training materials to users of the application.Conduct one-on-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 delivering training programs is highly desirable.Familiarity with help desk software and ticketing systems.Ability to work independently and as 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, 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.Package & RemunerationR 20 000.00 – R 30 000.00 CTC per month (depending on experience).Interested?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 ****** with REF: Support Agent & Trainer.
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