The Company: 4D Innovations Group (Pty) Ltd t/a ESET Southern Africa
Role Name: Cybersecurity Technical Support Intern
Location: Belmont Square, Rondebosch, Cape Town
Type of Position: Full-time
Hours of work: Monday – Friday, 08:30 to 17:00
Daily Responsibilities:
- Assist customers with consumer product queries, including product troubleshooting:
- Over the phone
- Via email
- Remote support using tools like ZOHO Assist.
- Processing of technical tickets in helpdesk queues.
- Oversee the technical support queue with the bulk of these tickets to be handled timeously, redirecting to the correct segment when appropriate.
- Tickets to be closed within agreed team SLA time.
- All tickets that arrive before 17:00 need to be attended to on the day.
- Tickets that are not closed on the day need to be updated with a message as to why they are not closed.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports as and when required.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients, partners, and colleagues.
- Escalation of client or partner issues to QA
- Any complaints to be escalated timeously.
- Queries that need assistance or for which answers cannot be determined to be escalated.
- Online demos for Consumer products
- Document processes and playbooks for the Product team through tools like Zoho Learn.
- Perform any reasonable tasks / duties requested by management.
- Assisting with training and onsite support for Consumer
- Client POC’s
- Remote Partner technical training
- Sharing any new-found knowledge acquired with any support query resolution with the rest of the team.
- As part of the programme candidate would have access to:
- Shadowing cybersecurity consultants and engineers
- Quality of service training
- Key performance inductions
- Product training
- Demo and POC training
- Sales process training
- Online business systems training
Educational qualifications/Experience:
- NQF Level 5
- Technical support experience, preferably IT
- Experience with Windows
- Experience with Linux, iOS preferable.
- CompTIA IT Fundamentals (ITF+)
- CompTIA A+:
- CompTIA Network+
Requirements:
- Familiar with various Antivirus software, preferably ESET (preferred, not required)
- Highly professional level of customer service and customer focus
- MS Office / PC literate
- Excellent telephone, verbal and written communication skills
- Ability to understand and communicate technical terms
- Works well under pressure
- Punctual, Reliable, efficient and Patient
- Ability to work as part of a team and help team out in all departments when required.
