Product Support Specialist

About

This role sits at the intersection of software support, SQL administration, and customer success, where no two days look the same. The successful candidate will take full ownership of support tickets, working closely with internal teams and external clients to diagnose, resolve, and prevent issues.

This is an IT job suited to someone who enjoys responsibility, technical depth, and direct impact.

Key Responsibilities

• Supporting bespoke software products remotely, with on‑site support when required
• Managing and administering SQL‑rich environments (SQL Server / SQL Express)
• Logging, updating, escalating, and closing support tickets within agreed SLAs
• Liaising with clients and internal stakeholders to drive issues to resolution
• Supporting product installations, upgrades, releases, and deployments
• Performing ad‑hoc software testing before updates are released
• Training clients on software usage when required
• Acting as a strong advocate for customer success and system stability

Skills & Experience

• Minimum 2 years’ experience working with Microsoft SQL Server / SQL Express (administration, scripting, querying)
• Proven experience in IT support, help desk, or product support environments
• Solid understanding of ticketing systems, call lifecycle, and escalation processes (ITIL exposure beneficial)
• Strong communication skills, must be able to speak Afrikaans and English confidently
• Proficiency in Microsoft Office
• Comfortable working independently while collaborating with a broader technical team
• Valid driver’s license and own reliable transport (occasional travel required)

Beneficial (but not essential)

• Experience supporting bespoke or enterprise software
• Exposure to operational, logistics, agriculture, or production environments
• Mobile or handheld device support experience

Qualification

• Relevant IT qualification or equivalent hands‑on experience in information technology jobs