Reference: 9393 AVConsultant:Anneke ViviersJob Description:Provide exceptional customer service by responding to phone, e-mail and online, and WhatsApp technical support requests.Advocate for customers, ensuring that serviceability and product quality issues are tracked, prioritised, resolved, and incorporated into the product release cycle.Provide support to customers throughout their business operations when required.Assess and analyse the root cause of issues, gather customer information, and determine the appropriate solutions.Identify and escalate priority issues according to client specifications.Adhere to standard processes and procedures.Promptly escalate any challenges experienced to the Support Manager.Regularly report back to the Support Manager as required.Stay up to date with software and hardware changes as well as enhancements.Assist customers in the installation and integration of software and services.Track and monitor all support cases to ensure timely resolution and follow-up.Clearly identify, document, and find solutions for customer issues and product problems.Escalate critical customer situations to the appropriate level of management and engineering expertise.Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.Contribute to documentation and knowledgebase article library.Model core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, TeamworkTravel to customers’ locations when required for onsite support.Qualifications:Must have own reliable transportMust have a valid driver’s licenseMust have a Matric certificate and basic IT knowledgeMust be able to work for extended periods of timePosition requires patiencePosition requires an analytical and positive thinkerMust be presentable and well-spokenHospitality and / or Retail experience will be beneficialStrong communication and networking skillsExcellent organisational and time management skillsOutstanding interpersonal and leadership skillsExcellent presentation skillsCritical thinker and proHow to Apply:Email your comprehensive CV toexceedhr@exceed.co.za.If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.We reserve the right to only conduct interviews with candidates of choice.Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.#J-18808-Ljbffr