About the Role

Our client, a leader in enterprise software solutions, is seeking a highly experienced Senior Technical Support Advisor for their Kimberley, Northern Cape office. This role involves providing expert-level technical assistance to clients, resolving complex system issues, and acting as a primary escalation point for the support team. You will be instrumental in ensuring client satisfaction through in-depth technical knowledge and effective problem-solving. The ideal candidate possesses a strong background in enterprise software support, excellent analytical skills, and leadership potential. This is an in office position requiring full-time presence in our Kimberley office. Join a company that offers significant career growth opportunities and rewards technical expertise.

Key Responsibilities

- Provide advanced technical support and troubleshooting for complex software issues.
- Act as an escalation point for junior support staff, guiding them through challenging cases.
- Diagnose, document, and resolve software defects and performance issues.
- Collaborate closely with development, QA, and product management teams to identify and resolve product bugs.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides.
- Conduct in-depth technical training sessions for clients and internal staff.
- Manage client relationships, ensuring clear communication and timely resolution of critical issues.
- Contribute to the continuous improvement of support processes and tools.




- Analyze support trends and provide insights to product development for future enhancements.
- Ensure client uptime and satisfaction by delivering prompt and accurate technical solutions.

Requirements

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, preferably with enterprise software.
- In-depth knowledge of operating systems, databases, and networking concepts.
- Proven ability to troubleshoot and resolve complex technical issues efficiently.
- Excellent analytical, problem-solving, and critical thinking skills.
- Strong written and verbal communication skills, with the ability to communicate technical information effectively to diverse audiences.
- Experience with scripting or programming languages (e.g., SQL, Python) is a significant plus.
- Demonstrated ability to lead and mentor technical support staff.
- Experience working in a demanding, client-facing support role.
- Must be able to work full-time on-site in Kimberley, Northern Cape.

Benefits

- Excellent annual salary of ZAR.
- Comprehensive medical, dental, and vision insurance plans.
- Generous annual leave and paid sick days.
- Significant opportunities for professional development and advanced training.
- A challenging and rewarding work environment in Kimberley, Northern Cape.
- Company-provided laptop and necessary software.
- Retirement savings plan with employer contribution.
- Access to cutting-edge technology and tools.

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📌 Senior Technical Support Advisor (Kimberley)
🏢 Placements24
📍 Kimberley