Cloud-Based Software Support Specialist

SUMMARY:
Job Purpose:
To provide Tier 1 inbound technical support to customers, ensuring swift resolution of queries, effective troubleshooting, and excellent customer service while supporting the implementation and setup of iVvy clients.
 
Key Responsibilities:

• Provide first-line technical support via phone and email.
• Troubleshoot software-related queries and escalate as needed.
• Identify, log, and track software bugs.
• Manage and implement setup processes for iVvy clients.
• Assign and coordinate design and custom web-skin work.
• Translate complex technical information into simple terms for customers.
• Ensure all customer interactions are handled professionally, with empathy and clarity.
• Contribute to continuous improvement by suggesting enhancements to processes and systems.

POSITION INFO:
Skills & Competencies

• Self-starter who takes ownership and accountability.
• Able to work independently and remotely with minimal supervision.
• Quick learner, comfortable with guided but self-paced remote learning.
• Resilient under pressure, able to deliver results in demanding situations.
• Strong time management and prioritisation skills.
• Exceptional attention to detail.
• Excellent customer service skills – patient, empathetic, and genuinely willing to help.
• Strong written and verbal communication skills (clear telephone manner, professional email etiquette).
• Team player – positive, energetic, and collaborative.
• Flexible with working hours to cover shifts when needed

• Previous experience in a technical contact centre role, events industry, or using venue & event management software.
• Solid IT knowledge, with a passion for technology and troubleshooting.
• Experience with HTML & CSS.
• Hospitality industry experience is advantageous.

• Matric certificate.
• Clear credit and criminal record.
• Commitment to ongoing learning and development.