Technical Engineer at Ignition Group

The Role:

To provide the highest level of telephonic and remote assistance to our international customers by providing technical (I.T.) support across a wide range of software and hardware 24/7/365. You will not only need a great foundation in technology and IT but will also need to be passionate about new technology and eager to learn as the world of connected homes and devices grows. From printers and email configuration to Smart robots and security systems, you will be required to provide amazing customer service whilst applying your technical knowledge to troubleshoot any tech related issue a customer can throw at you. The key character traits we are after:

• Exceptional customer service, polite and confident
• Extreme passion for technology
• Desire to learn and grow
• Creative problem-solving abilities
• Integrity of the highest standards You will be supporting customers via a several communication mediums with the primary being telephonic.
• Other mechanisms include chat both from web and WhatsApp channels, however, both will be managed via the ticketing platform, and email support where necessary.
• You will use powerful remote access technology that will equip you to assist customers on various levels across a variety of devices and operating systems. This technology will allow you to resolve both hardware and software related issues on behalf of the customer.

The Detail:

• You will be supporting customers via a several communication mediums with the primary being telephonic. Other mechanisms include chat both from web and WhatsApp channels, however, both will be managed via the ticketing platform, and email support where necessary. You will use powerful remote access technology that will equip you to assist customers on various levels across a variety of devices and operating systems. This technology will allow you to resolve both hardware and software related issues on behalf of the customer.

Customer support metrics e.g.

• Response times 
• Answer rates
• Ticket resolution times
• CSAT results (customer care focus)
• Updating tickets with relevant information per customer interaction
• Technology and effectiveness: 
• Troubleshooting effectiveness 
• CSAT results (technical resolution focus) Device research, adding new devices to the supported devices list
• Updating the Knowledge base with new devices

Requirements

Educational Requirements:

• Matric 
• CompTIA A+ certified
• CompTIA Network+ certified
• IT Diploma/Degree would be an advantage

Experience:

• 2 years IT support desk experience 
• Remote technical support experience 
• Experience supporting windows, mac, iOS and android operating systems
• Customer support experience, not just internal(corporate)
• Extremely comfortable with remote access tools across mobile and computer.