Product Support Specialist

SUMMARY:

Are you a customer-centric professional who excels in assisting clients and resolving product-related issues? We're seeking a Product Support Specialist to join our team and become the first point of contact for our valued customers.

Essential Skills and Competencies:...

POSITION INFO:

Are you a customer-centric professional who excels in assisting clients and resolving product-related issues? We're seeking a Product Support Specialist to join our team and become the first point of contact for our valued customers.

Essential Skills and Competencies:

• Device Monitoring Software: Knowledge of EFI.
• User-based software: Certified in Equitrac 6.0 and others.
• Software Monitoring: Monitor applications in use to ensure all are in working order.
• Software Installation: Ability to install software as required.
• Software Upgrades: Ability to upgrade software components as required.
• Server Monitoring: Completed Checks as required.
• Trouble Shooting: Multiple areas of troubleshooting expertise are required.
• Help Desk Calls: Complete calls assigned and comply with SLAs.
  
• ITIL Version 4 - Compliance: ITIL certification is preferable, to comply with standard ITIL Principles.
• Pre-Sales/ Post-Sales Support: Support in POCs and After-Sales Support.
• Documentation: Maintain, Create, and Update as required.
• Product Knowledge: Knowledge of products and certifications required.
• Auditing: Ability to identify, Client's requirements.
• Solution Creation: Ability to draft solutions based on requirements and Audit findings.
• Research: Research products and provide findings.
• Upskilling: Required to continually upskill and transfer knowledge to more junior members.
• Self-motivated: Ability to use initiative and be able to work without being prompted.
• Time Management: Manage time to be able to meet deadlines and project work.
• Communication: Communicate with clients and other technical counterparts.
• Project: Complete Projects as required. PM knowledge is an advantage.

Qualifications Required:

• Grade 12.
• A+ N+.
• Printer Certification/ Equivalent.
• Equitrac certification / Equivalent print managed certification.
• Alternative Digitization Qualification.
• Automation certification (Printers, copiers, scanners).
• Diploma / Professional Certification (MCSE / Printer Certification).

Experience Required:

• Function-related experience: 2 – 4 years.
• Other experience: 18- 24 months.
  • General IT Experience.
  • Practical in-service delivery; desktop support; generalist.
  • Printer Support.
  • Network Support.
  • Server Support.

Position type and expected hours of work:

• Full-time, After Hours, and P1 Calls as Required.

Work Environment:

• Office, Hybrid, and Client Based.

Travel:

• Yes, when going to the Office or client where required.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.