Job Description
About the Role
As a Customer Support Specialist at Crayon Technologies Ltd, you will be the first point of contact for our clients, providing technical support, troubleshooting system and device issues, and ensuring customers get maximum value from our golf course optimization solutions. You will manage support tickets, deliver clear communication, and collaborate with internal teams to resolve challenges. The role also involves proactive system monitoring, reporting on support performance, and contributing to product improvements.
Key Responsibilities
- Manage, update, and monitor support tickets through the CRM system
- Act as first-line technical support, assisting customers with system queries, device challenges, and feature-related troubleshooting
- Identify the type and severity of issues, applying problem-solving skills to resolve where possible and escalating to Developers, Technical Coordinators, or other departments when necessary
- Provide technical walkthroughs, set-up assistance, and system adjustments to ensure clients get maximum value from solutions
- Proactively monitor back-end systems, including device health, data feeds, and incomplete rounds, to identify and address potential problems before they impact clients
- Deliver remote technical support for on-site technicians, ensuring efficient resolution of escalated issues
- Utilize technical knowledge of APIs, integrations, and system configurations when liaising with Development and Operations teams
Requirements
- Ability to balance technical troubleshooting with customer experience, ensuring clients feel supported and valued
- Excellent written and verbal communication, including confidence in making client and stakeholder calls
- Comfortable learning and working with SaaS platforms, APIs, integrations, and system configurations
- Experience engaging with Developers, Technical Coordinators, and cross-functional teams to resolve client challenges
- Ability to manage multiple tickets, tasks, and deadlines in a fast-paced environment
- Proactive mindset with the ability to work independently, take ownership, and drive resolution to completion
Qualifications
- Matric (required)
- Graduate studies or relevant technical support experience
- Min 2 years experience in a Technical Support role
- Experience working with a remote team (advantageous)
Salary & Benefits
Salary will be determined based on industry standards for similar roles, but the exact figure is not disclosed.
Note: I’ve kept all original information intact while reformatting it according to the provided structure.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Western Cape
The IT and computing industry is a thriving sector in Western Cape, with many opportunities available to those interested in pursuing a career in this field. Generally, the job market in this area tends to be competitive, with a high demand for skilled professionals who can meet the technological needs of various industries. Typically, these roles involve working on software development, system administration, and data analysis.
When it comes to salary expectations, it’s difficult to pinpoint exact figures due to varying factors such as experience, company size, and industry sector. However, broad ranges are possible. For example, entry-level positions in IT typically range from R300 000 to R500 000 per annum, while more senior roles can command salaries between R600 000 and R1 million or more, depending on the individual’s qualifications and experience. Experienced professionals can also expect to earn higher salaries, often above R1 million, especially if they are in high-demand positions.
Common skills required for IT roles include proficiency in programming languages such as Java, Python, and C++, as well as experience with software development methodologies like Agile and Scrum. Strong understanding of database management systems, cloud computing platforms, and data analysis tools is also highly valued. Additionally, excellent problem-solving skills, strong communication abilities, and a commitment to ongoing learning and professional development are essential for success in this field.
The IT industry is commonly found in various sectors, including the technology industry, financial services sector, manufacturing sector, and government institutions. These industries often require IT professionals to design, develop, and implement software solutions that meet their specific needs. In addition to traditional roles like software development, there are also opportunities for IT professionals to work in consulting, testing, and support.
For those interested in advancing their careers, opportunities exist for professional growth and development. Many companies offer training programs, mentorship schemes, and networking events to help employees develop new skills and stay up-to-date with industry trends. With experience, individuals can move into leadership positions or start their own IT consulting businesses. Furthermore, certifications like CompTIA A+, Cisco CCNA, and Microsoft MCSA demonstrate a commitment to professional development and can enhance job prospects.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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