Technical Support Specialist

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

📋 Description

• Take ownership of the entire support queue by monitoring, triaging, categorizing, and prioritizing incoming requests in accordance with established SLAs.

• Resolve Level 1 and Level 2 issues across various applications, access points, hardware/peripherals, and workflows independently.

• Provide hands-on assistance with policy administration, claims, CRM, document management, and Microsoft 365 platforms.

• Facilitate onboarding and offboarding processes, including account provisioning, access rights management, and equipment coordination.

• Promptly escalate outages, security incidents, and data integrity concerns while independently addressing other issues.

• Log, track, and follow up on vendor tickets until resolution is achieved.

• Keep affected users informed throughout the entire support process.

• Develop and maintain a knowledge base to transform recurring issues into self-service solutions.

• Safeguard service levels, maintain queue efficiency, and enhance resolution speed along with first-contact resolution rates.

⛳️ Requirements

• Over 3 years of experience in a technical support or service desk position.

• A strong sense of ownership over a live support queue.

• Practical experience with a ticketing system such as Zendesk, Freshdesk, ServiceNow, or Jira Service Management.

• Fundamental knowledge of Microsoft 365 administration, including Exchange, SharePoint, Teams, and user/license management.

• A structured troubleshooting approach: replicate, isolate, resolve, document.

• Effective and confident communication skills with non-technical users, brokers, and executives.

• Nice to have: experience in providing support for insurance or financial services platforms.

• Nice to have: basic SQL/data querying skills and experience in troubleshooting system integrations or APIs.

• Nice to have: familiarity with ITIL practices in incident, problem, and change management.

• Nice to have: robust working knowledge of cloud-based services and their integrations.

🏝️ Benefits

• Genuine autonomy and trust in your role.

• Clear expectations and the freedom to manage the support queue independently.

• Investment in systems and processes that enhance effective work.

• Acknowledgment for addressing root causes of issues, not just closing tickets.