About the position
About the Role
An established and reputable technical solutions organisation is seeking a skilled and customer-focused Technical Support – Product Specialist (SMART) to join its national technical support team.
This role is ideal for a technically strong individual with a passion for problem-solving, software and firmware support, and delivering exceptional customer service. The successful candidate will provide specialised technical support to both internal teams and external clients, ensuring consistent service excellence and product expertise.
Main Purpose of the Role
To provide technical support in English to internal and external clients on all products, ensuring high-quality assistance related to applications, software, firmware, and installations while maintaining exceptional customer service standards.
Key Responsibilities
- Respond to all incoming technical support queries (calls, live chat, and email) within defined timeframes and quality standards.
- Maintain a high standard of professional and clear communication with clients.
- Provide specialised technical support relating to applications, software, and firmware.
- Maintain expert-level product knowledge, including installation specifications and system applications.
- Stay up to date with software and firmware developments, upgrades, and enhancements.
- Assist customers and internal teams in understanding system functionalities and version benefits.
- Collaborate with Quality and R&D teams to test new software and firmware releases, identifying and documenting bugs for escalation.
- Contribute to maintaining and improving the technical knowledge base.
- Support training initiatives, exhibitions, site visits, product testing, and ad-hoc technical projects.
- Coach and mentor internal technical support staff to strengthen technical capability.
- Ensure consistent adherence to defined customer service standards and drive positive customer experiences.
Required Qualifications & Experience
Qualifications:
- Matric / Grade 12
- Valid driver’s licence
Experience (Minimum 2 years):
- Customer service experience
- Technical background (electronics, electrical systems, gate automation, or related technical products)
- Proven troubleshooting experience
- Strong written and verbal communication skills in English
- Ability to explain complex technical concepts to non-technical customers
- Computer literacy and familiarity with support systems
Please note that only suitable candidates will be contacted.
Desired Skills:
- technician
- support
- electrical
