After Sales Technical Support

SUMMARY:
Job Title: After Sales Technical Support
Location:  Midrand
Remuneration: Salary package negotiable aligned with experience and industry benchmarks. 

Our Client is a global leader in networking products and smart technology, committed to delivering reliable connectivity solutions internationally. The company partners with major retailers, ISPs, and distributors to bring advanced products and excellent customer service to the market.

Our client is currently looking for a Aftersales Support for their Midrand office.

The After Sales Technical Support role is responsible for ensuring a seamless post-purchase experience for customers by providing technical assistance, managing repairs and warranty claims, and maintaining strong customer relationships. This position plays a critical role in supporting customer satisfaction, product reliability, and continuous improvement in aftersales processes. The aftersales support team member serves as a key liaison between customers, internal departments, and third-party service providers.

Required skills, qualification, and working knowledge:
Matric/Grade 12
Previous experience in aftersales, technical support, or customer service within IT/Technology sectors.
Knowledge of warranty processes, RMA procedures, and repair coordination.
Familiarity with CRM systems and reporting tools.
Experience managing spare parts inventory and coordinating with third-party providers.

POSITION INFO:
Duties & Responsibilities:

• Customer communication
• Respond to inquiries via phone, email, chat or social media.
• Collect and act on customer.
• Technical Support
• Diagnose and resolve technical issues.
• Provide usage, installation, and maintenance guidance.
• Repairs and Maintenance
• Coordinate and manage product repairs.
• Organize and perform routine maintenance check.
• Warranty and Claims Management
• Process warranty claims and ensures proper documentation.
• Resolve warranty service claims efficiently.
• Replacement and Returns
• Manage product replacements.
• Oversee the return process, ensuring policy compliance.
• Documentation and Reporting
• Maintain accurate service records.
• Generate reports on aftersales performance and issues.
• Customer Training 
• Conduct training sessions for product usage.
• Create and update user manuals and guides.
• Quality Assurance
• Perform quality checks on returned or repaired products.
• Implement feedback to improve product quality.
• Spare Parts Management
• Manage spare parts inventory.
• Process orders for necessary spare parts.
• Customer Relationship Management
• Develop and manage loyalty programs.
• Follow up with customers post services.
• Collaboration and Coordination
• Coordinate with internal teams for issue resolution.
• Liaise with third-party service providers as needed.
• Continuous Improvement
• Review and improve aftersales processes.
• Provide ongoing training and development for the team.