Technical Support Specialist – Maternity Cover (Chiropractic Firm)

Job Title: Technical Support Agent – Maternity Cover (Chiropractic Firm)
Location: South Africa, Fully Remote (UK working hours)
Contract: Temporary (9-month maternity cover, with potential for permanent placement)
Salary: R275,000 – R350,000 per annum (Based on experience)

Schedule & Hours

• Days Worked:
  • 4 days a week between Monday to Saturday.
  • Days and shifts are planned ahead but require some flexibility.
• Hours Worked:
  • 8 hours per day, plus breaks.
  • Weekday shifts: Monday–Friday between 7 AM–9 PM (local time).
  • Saturday shifts: 7 AM–4 PM (local time).

Job Summary

As a Technical Support Agent, you’ll be responsible for providing exceptional customer service and technical support to our clients in the chiropractic industry. The role involves managing support tickets, troubleshooting technical issues, and contributing to improving the customer experience. With a customer-centric mindset, autonomy, and a knack for problem-solving, you’ll play a vital part in ensuring client satisfaction and success.

Key Responsibilities

• Respond to and handle technical support tickets, identifying root causes (e.g., user error or bugs) and providing guidance and solutions.
• Troubleshoot and resolve technical issues within the system, contributing to beta testing and product development.
• Collaborate with colleagues to implement new features and improve the product roadmap.
• Gather and communicate customer feedback to relevant teams.
• Develop and maintain a technical support knowledge base, including creating help documents and video tutorials.
• Contribute to onboarding new customers and guide them through the process.

Requirements

Practical Requirements:

• Reliable internet connection (preferably fibre).
• Backup power supply for load shedding.
• A comfortable, quiet workspace without interruptions or background noise.
• Fluent in English.

Skills & Experience:

• Strong problem-solving skills and ability to troubleshoot technical issues.
• Proficient in using help desk software and remote support tools.
• Intermediate computer skills and familiarity with web applications.
• Ability to quickly learn and implement new technologies.

Bonus Skills:

• Experience in SaaS companies or tech support roles.
• Familiarity with tools like Postmark, Google Suite, Canny, Intercom, Stripe, and Linear.
• Understanding of CRM systems and their functionality.
• Knowledge or interest in the chiropractic and/or healthcare industry.
• Multilingual abilities (e.g., Spanish, French, etc.).