Technical Support Engineer

Zoho is one of the world's most prolific software companies. With 55+ applications in nearly every major business category, including sales, marketing, customer service, accounting and back office operations, and an array of productivity and collaboration tools built from the ground up, Zoho has the depth and breadth to solve even the most complex business challenges.

With more than 100 million+ users and over 15,000 employees across the globe, hundreds of thousands of companies rely on Zoho, every day to run their businesses, including Zoho itself. With 25 years of being private, bootstrapped and profitable, we understand what it takes to run a sustainable, resilient business.

Job Title

Technical Support Engineer

Work Location

Johannesburg, South Africa

Experience Level

2 to 4 years

Job Description

Some of the tasks will include; (You will be trained on our product offerings.)

1. Conduct online demos and customer training.
2. Handle 4 to 5 training sessions per day or equivalent support requests.
3. Offer technical support services through voice, email, and chat-based technical support.
4. Requirement gathering and analysis.
5. Perform in-depth systematic troubleshooting.
6. Respond to RFI requests and timely follow up with contacts.
7. Engage with various teams within Zoho to help gather information and solve technical problems.
8. Be flexible to travel within the country.
9. Deliver accurate and timely solutions to customers.

Requirements

1. Keen to learn new technologies.
2. Passionate to learn and grow together.
3. Excellent in written and spoken English.
4. Basic knowledge of MySQL.
5. Knowledge on REST APIs.
6. Basic understanding of HTML, CSS & JavaScript.
7. Basic knowledge of third-party connection platforms (Postman, Zapier, etc).
8. Good problem-solving skills and customer-focused attitude.
9. 1 year or more experience in a client-facing role.
10. Ability to perform configuration changes to fulfill customer requests.
11. Ability to reproduce, document, and communicate bugs to developers and customers.
12. Troubleshoot issues to identify the root cause and next steps to solve the problem.
13. Multitask across systems and applications, analyze and resolve a variety of technical issues, and comfortably navigate an environment of Windows, Mac OSX, Servers, and Mobile Devices.
14. Work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.
15. Ensure a high level of end-user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets or trainings.