Partner Support Specialist

JOB SUMMARY:

Main Purpose of Position:

The Partner Support Specialist will provide first-line support to ICT distribution partners, ensuring prompt resolution of inquiries and maintaining a high level of service excellence. This entry-level role focuses on ticket management, SLA adherence, and partner engagement, requiring a customer-centric approach, problem-solving skills, and a strong interest in ICT products and distribution. The incumbent will collaborate with internal teams to streamline processes, enhance partner experience, and contribute to overall business efficiency.

OUR CORE VALUES:

• Trust

It is the starting point of being able to work together. When we trust, we feel safe.

• Enjoyment

Be happy at work and love what you do. This is an overall productivity booster and enhances performance.

• Teamwork

Strive to work productively in cooperation with one another, fostering a healthy atmosphere with mutual support, thus allow-ing everyone to achieve their own work-related goals.

• Integrity

Be honest and truthful in your dealings with peers, customers, and vendors.

• Accountability

Accountability allows us to learn. Be accountable for the consequences of your actions.

• Respect

Respect is not only a promise, but it is supported by actions.

• Passion

Passion is the energy that keeps us going. Everyone at Epsidon, puts their heart into their work and is passionate about be-coming the best version of themselves.

• Attitude

Professionalism and positivity are the demonstrated attitudes with internal and external stakeholders.

REQUIREMENTS:

Internal training associated with competencies:

• During the first week of your employment, you’ll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Minimum Qualifications:

• A qualification in Business Management, IT, or a related field (preferred but not required).
• Matric

Minimum Experience:

• 2-3 years of experience in customer support, partner support, Helpdesk Support, etc within the ICT Industry.

Minimum Skills:

• Ticketing System Proficiency – Experience with Jira, Zendesk, ServiceNow, Freshdesk, or similar platforms.
• Basic IT Support Knowledge – Understanding of hardware, software, networking, and common IT issues.
• SLA Management – Ensuring queries are resolved within agreed Service Level Agreements.
• Effective Communication – Clear and professional written and verbal communication.
• Customer-centric mindset – Prioritizing user satisfaction and maintaining a positive experience.
• Time Management – Ability to prioritize tickets and meet response & resolution deadlines.
• Teamwork – Coordinating with IT teams, vendors, and internal departments for ticket resolution.
• Attention to Detail – Ensuring accurate documentation and record-keeping of support cases.

Office Requirements:

• Office-based working environment.
• Semi-formal dress code.
• Working hours are from 08:00 – 17:00.
• Excellent international business language skills (English), both written and verbal.
• Reliable transport to and from the office.

Note:

• This is a permanent position subject to a three-month probationary period.
• You will be required to perform such duties as reasonably required by the business.
• Your job description may be amended from time to time if it is valid and reasonable.
• You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
• Duties must be performed` faithfully, diligently, and to the best of your abilities.
• You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
• You may be required within reason, to work outside of set duties and/or perform in more than one role.

Apply Online Here