Software Support Technician

About the position

Company based in Centurion Gauteng is looking for an (SigmaNEST) Software Support Technician to join their team.
As part of the technical support staff, the software support technician will work on our SigmaNEST software to identify issues, assist with customers queries and implement solutions as needed. The ideal candidate will have the ability to learn quickly and need to be able to manage their workload effectively.
Responsibilities:
Technical Support

• Provide first-level support for customer concerns and issues regarding software installation and operation.
• Effectively meet CAD/CAM technical support needs and communicate solutions to end-users via telephone, e-mail, and the internet
• Customer notification and workflow coordination and follow-up to maintain service level agreements.

Applications Engineering

• Travel to customer manufacturing facilities to install our CAD/CAM software and run test programs on their machines to prove the software capabilities
• Provide engineering support of our incoming tickets, including extensive troubleshooting
• Travel up to 25% of the time

Training, Demonstrations & Documentation

• Facilitate training courses for our customers: onsite, at our in-house training facility, and remotely
• Provide technical sales support demonstration and competitive analysis (benchmarking).
• Create technical documentation of issues and their solutions to help future efforts and resolutions
• Document complaint reports and troubleshooting steps

Desired Education and Skills

• Ability to provide step-by-step technical help, both written and verbal
• Ability to work independently and meet multiple deadlines
• Ability to diagnose and troubleshoot basic technical issues
• Proficiency in Microsoft Office and Windows
• SQL Database & Delphi Experience is a plus

In addition, there are different types of backgrounds that can set up an applicant for success in this role. Applicants should meet one of these types:

• +- 2 Years of IT Helpdesk /Technical support experience, preferably in software or hardware support
• A passion for the manufacturing industry and helping client solve problems
• A passion for continuing education and a proven curiosity about how things work, especially around CAD/CAM and CNC programming.

Desired Skills:

• Sigmanest
• SQL
• CAD
• CAM
• Software support