Product Support Technician – Contract

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Engage with clients through phone, email, chat, and ticketing systems.

• Identify and resolve technical issues promptly and professionally.

• Assist clients in maximizing software value, clarify feature usage, and suggest upgrades or best practices.

• Collaborate with Development, QA, and Product teams to escalate and address complex issues.

• Coordinate with club-facing roles to facilitate broader club operations.

• Record and document all support activities using internal systems.

• Keep comprehensive records and update the knowledge base regularly.

• Provide assistance with booking, membership inquiries, and club service coordination.

• Monitor client feedback, participate in process improvement, and identify areas needing attention to boost client satisfaction.

⛳️ Requirements

• Knowledge of networking principles, including Windows file sharing, drive mapping, and port forwarding is advantageous.

• Familiarity with Windows Server environments, processor specifications, domain controllers, Active Directory, and group policy management is beneficial.

• Proficiency in Microsoft Office, CRM systems, and basic HTML is a plus.

• Understanding of VMware or Hyper-V is a plus.

• Experience with PowerShell scripting is an advantage.

• Background in software support, hospitality, club operations, or related fields is highly preferred.

• 2-3+ years of experience in technical support, customer service, or helpdesk roles.

• Bachelor’s degree in computer science or a related field.

• Familiarity with ticketing systems and support platforms.

• Understanding of basic accounting principles.

• Strong technical aptitude, a service-oriented mindset, and a dedication to continuous learning.

🏝️ Benefits

• Accommodation for disabilities at any stage of the application process.

• Excellent working environment.

• Rewarding career opportunities.

• Training and ongoing learning opportunities.