Technical Support Specialist for Crisis24 | Onsite CT (6PM to 3AM)

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world’s most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you’ll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

We are looking for a dedicated Technical Support Specialist to join us at the earliest opportunity at our location in Cape Town. You will assist end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. You will leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties while being responsible for supporting customers’ short-term and long-term satisfaction and retention.

Core shift hours: 18h00 – 03h00

What You Will Work On

• Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.
• Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.
• Provide assistance with onboarding and new customer account set-ups.
• Customer-centric focus with sense of urgency.
• Understanding software’s core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to an appropriate team level.
• Document all customer interaction and system issues in company CRM tool, analyze statistics, and maintain customer materials.
• Answer limited technical questions.
• During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
• Track new customer set-up processes.
• Maintain regular communication with customers for support and may inform them of new system features.
• Provide on-call coverage in departmental rotation.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the board. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.
• Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.
• Ability to handle change and adjust accordingly.
• Ability to work remotely – weather/on-call.
• Other duties as assigned.

What You Will Bring

• 2+ years customer service experience
• Previous customer service experience via phone
• Ability to resolve on-demand customer issues over the telephone
• Demonstrated ability to finesse and diffuse difficult interactions with customers
• General PC and application knowledge – Microsoft Office suite of tools and web browsers
• Strong organizational and interpersonal skills

Preferred Qualifications

• 2–4-year college degree or equivalent
• Strong virtual presentation skills
• Prior experience within a Software as a Service (SaaS) organization
• Bilingual

Please only apply if you meet the above criteria.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.