David Hamuli Email & Phone Number

Johannesburg, Gp, Za

Johannesburg Metropolitan Area

Job Specification:This role is to assist in the ongoing support, and training of our GAAP agents & customers in Africa (excl SA).General Responsibilities:• Support case analysis and root cause identification• Training of Rest of Sub-Saharan Africa staff and support agents (French/Portuguese & English)• International travel to assist with training and/or installations within the African market• Manage dashboards• Talking customers through a series of actions to resolve a problem (Hardware & Software)• Diagnose and resolve technical hardware and software issues.• Remote Installations• Oversee the dispatch of International Hardware orders.• Supporting the roll-out of new software enhancements and product versions.• Providing timely and accurate customer feedback• Assist in creating training materials pertaining to troubleshooting and use of the product.

Johannesburg Metropolitan Area

Johannesburg Metropolitan Area

Provide the utmost service to customers over the phone, email or remotely by configuringhardware, software, networks, printers, etc.• Responding in a timely manner to customer queries.• Develop and implement effective technical procedures to effectively address customers’queries, to minimize downtime.• Successfully troubleshoot to identify issues (related to hardware and software) and todetermine a solution.• Develop and implement effective technical procedures to effectively address customers’queries, to minimize downtime.• Follow-up and update customer queries. Direct unresolved issues to the next level of supportpersonnel.• Redirect queries to appropriate personnel as per client specifications and severity of the query.• Stay up to date with software/hardware changes/enhancements.

Johannesburg Area, South Africa