1st Line Support Agent & Trainer (Medical Bureau) – Johannesburg

Job Description

Requirements:

Matric
Min 1 year experience on an application support desk with a company that provides practice management software to specialists (doctors)
CompTIA A+, CompTIA Network+ (or similar) Support/call centre certifications and/or degree in Information Systems

Competencies:

Excellent problem-solving skills and ability to think logically
Strong communication skills, both verbal and written
Experience in developing and delivery training programs is highly desirable
Familiarity with help desk software and ticketing systems
Ability to work independently and s part of a team in a fast-paced environment
Flexibility to adapt to changing priorities and business needs

The main purpose of this position:

The 1st Line Support Agent and Trainer is responsible for providing efficient and effective technical support to customers as well as on-boarding of new practices and going on-site to train the users on our software

This role requires a strong understanding of application troubleshooting, excellent communication skills, and the ability to deliver comprehensive training programs

Duties & Responsibilities:

Support Role:

Respond to customer inquiries via phone, email, or chat in a timely and professional manner
Diagnose and troubleshoot issues related to the software, hardware and network connectivity
Provide step-by-step guidance to customers to resolve problems efficiently
Escalate complex issues to appropriate teams for further investigation and resolution
Document all customer interactions and solutions accurately in the support ticketing system
Contribute to the creation and maintenance of a knowledge base containing troubleshooting guides, FAQ’s and best practices
Identify trends in customer issues and recommend proactive solutions or process improvements

Training Role:

Develop and deliver training and materials to users of the application
Conduct one-one-one and group training sessions, on site or at the office
Monitor trainee progress and provide constructive feedback to help them improve their performance
Continuously update training materials and documentation to reflect changes in products or procedures