Consulting & Supp. Prof. Techn. Serv. SA

Role Description

We are seeking a technical service agent that will be required to monitor and maintain computer system networks at CGM SA in a technical support role. The Technical Support Representative will provide technical and network problem resolution to end-users (customers) by guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. You will also be required to do training on our various products to customers after installations have been done.

Roles And Responsibilities

• Tasks include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.
• Technical support is vital to the ongoing operational efficiency of the company.
• Working with customers/employees to identify computer problems and advising on the solution.
• Logging and keeping records of customer/employee queries.
• Analysing call logs so you can spot common trends and underlying problems.
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Testing and fixing faulty equipment.
• Training customers on the software products.
  
  

Minimum Requirements

• Matric certificate and/or IT related certificate
• Strong technical background
• Be able to explain complex information in simple, clear terms to a non-IT personnel
• An ability to assess each customer/employee's IT knowledge levels
• Ability to deal with difficult callers
• Logical thinker
• Good analytical and problem-solving skills
• Up-to-date technical knowledge
• An in depth understanding of the software and equipment your customers/employees are using
• Good interpersonal and customer care skills
• Good accurate records keeping
  
  

Additional Requirements

• SAP Exposure.
• Medical Billing Exposure
• Medical Practice Management Knowledge