Technical Support Engineer

About Us

Join the Olarm Team: Where Innovation and Collaboration Thrive!

At Olarm, we're not just a company – we're a passionate team of forward-thinkers, tech enthusiasts, and problem solvers. Our mission to revolutionise the home security and monitoring markets is driven by a set of core values that define who we are and how we work together. We believe in harnessing the power of cutting-edge IoT technology to make a real difference in people's lives.

We are very big on our culture and company values so be sure to have a look at what we value below and apply if you think you can see yourself working with the Olarm team.

Creative & Innovative Minds: We're on a continuous journey of discovery, pushing the boundaries of what's possible. Bring your creative ideas and innovative spirit to the table, as we challenge conventions and embrace new solutions.

Collaborative Energy: At Olarm, collaboration is more than just a buzzword – it's how we achieve greatness. We value diverse perspectives, foster open communication, and support one another to reach our collective goals.

Results-Driven Focus: We don't just aim for success; we make it happen. We're a team of motivated individuals who thrive on delivering results.

Personal Impact: You will have a personal impact on people's lives being in the home security industry. Join us in shaping the future of IoT and home security, leaving a lasting impact.

Learning Culture: In a fast-paced industry, learning never stops. We encourage continuous growth, providing opportunities to expand your skill set, explore new technologies, and elevate your career to new heights.

Job Description

We are seeking a skilled and customer-focused Technical Support Engineer to join our dedicated support team. In this role, you will be the frontline support for our customers, providing timely and effective solutions to technical issues. Your expertise will play a crucial role in ensuring a positive customer experience.

Key Responsibilities

1. Customer Support:
2. Provide first-level technical support to customers via phone, email, and chat.
3. Assist customers in troubleshooting hardware, software, and network-related issues.
4. Issue Resolution:
5. Diagnose and resolve technical problems, ensuring timely and accurate solutions.
6. Collaborate with internal teams to escalate and resolve complex technical issues.
7. Documentation:
8. Create and maintain detailed and comprehensive documentation of customer interactions and issue resolutions.
9. Contribute to the knowledge base for commonly reported issues.
10. Customer Communication:
11. Communicate technical information to non-technical customers in a clear and understandable manner.
12. Keep customers informed about the status of their support requests.
13. Product Knowledge:
14. Stay updated on the features, updates, and technical aspects of our products.
15. Provide insights to product teams based on customer feedback and reported issues.
16. Remote Assistance:
17. Utilize remote assistance tools to troubleshoot and resolve customer issues.
18. Guide customers through step-by-step solutions and procedures.
19. Escalation Handling:
20. Identify issues that require escalation and communicate them to the appropriate teams.
21. Collaborate with other support engineers to ensure swift resolution of customer problems.
22. And any other reasonable task.

Requirements

1. Completed grade 12.
2. An IT/Telecommunication/Alarm installer qualification.
3. 3 years' experience providing Technical Support in a Service Desk Environment.
4. 2 years' experience installing/troubleshooting Alarm Systems.
5. Experience using remote desktop support applications and ticketing systems.
6. Strong problem-solving and analytical skills.
7. Excellent communication and interpersonal skills.
8. Customer-focused with a passion for delivering exceptional service.
9. Comfortable with shift work and standby.

Benefits

1. Exciting Workspace.
2. Cutting-Edge Technology.
3. Engaging Projects and Innovations.
4. High-Tech Atmosphere.
5. Versatile Experience - Get exposure to a wide range of things.
6. Involvement in Manufacturing Processes - End-to-End Involvement.
7. Inspiring Work Environment.
8. Opportunity for Career Growth and Continuous Learning - Cross-Functional Teams.
9. Contributing to a South African Company with a real impact on people's lives.
10. Olarm Device and Subscription.

Are you ready to embark on a journey that's both professionally fulfilling and personally rewarding? If you're excited about technology, driven by results, and thrive in a collaborative environment, Olarm is the place for you. Join us in shaping the future of smart security solutions!