Contact Centre Agent - Technical Support

Placements24; Queenstown; On-site; NZD 20,000 - 26,000; Full time

Benefits offered by this job

Competitive base salary

Performance incentives

Comprehensive medical aid

Job summary

Placements24 is seeking a motivated Contact Centre Agent (Technical Support) to join our client's busy team in Queenstown, Eastern Cape. You will handle first-line technical issues across internet, mobile, and TV services, guiding customers through step-by-step solutions with patience and clear communication.

Ideal candidates have strong troubleshooting, excellent listening skills, and experience with CRM systems.

Qualifications

• Good troubleshooting skills for common technical issues.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using call centre software and CRM systems.

Responsibilities

• Provide first-line technical support to customers in telecom services.
• Troubleshoot internet, Wi-Fi, mobile devices and set-top boxes.
• Escalate complex issues to Tier 2 support when needed.
• Document interactions and resolutions in the CRM system.
• Educate customers on product features and basic setup.

Skills

Troubleshooting

Communication skills

CRM systems

Call centre software

Education

High school diploma

Technical certifications

Tools

CRM software

Job description

About the Role

Our client, a leading telecommunications provider, is seeking a highly skilled Contact Centre Agent specializing in Technical Support to join their busy operations in **Queenstown, Eastern Cape**. This role is crucial for assisting customers with a variety of technical issues related to internet, mobile, and television services. You will be the first point of contact for many customers facing technical challenges, requiring patience, technical aptitude, and excellent communication skills to guide them towards resolution. This is an opportunity to contribute to customer satisfaction and retention in the **Eastern Cape**.

Key Responsibilities

• Provide first-line technical support to customers experiencing issues with telecommunication services.
• Troubleshoot and diagnose problems related to internet connectivity, Wi-Fi, mobile devices, and set-top boxes.
• Guide customers through step-by-step troubleshooting procedures using established scripts and knowledge base articles.
• Escalate complex or unresolved technical issues to Tier 2 support or relevant technical teams.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Educate customers on service features, basic setup, and common troubleshooting techniques.
• Meet and exceed key performance indicators (KPIs) for call handling time, resolution rates, and customer satisfaction.
• Adhere to all contact centre policies and procedures, including quality assurance standards.
• Maintain a high level of product knowledge and technical expertise.
• Provide a positive and professional customer experience during every interaction.

Requirements

• Previous experience in a contact centre environment, preferably in technical support.
• Strong understanding of telecommunications products and services (internet, mobile, TV).
• Excellent troubleshooting skills for common technical issues.
• Superb communication, active listening, and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Proficiency in using call centre software and CRM systems.
• High school diploma or equivalent; relevant technical certifications are a plus.
• Ability to work shifts, including evenings, weekends, and public holidays as per contact centre operational needs in **Queenstown**.
• A patient and helpful demeanor when assisting customers.
• Team player with a commitment to achieving collective goals.

Benefits

• Competitive base salary with performance incentives.
• Comprehensive medical aid and provident fund.
• Extensive training programs on products and technical skills.
• Opportunities for career progression within the contact centre or wider organization.
• Stable employment with a reputable company.
• Employee benefits package including potential for performance bonuses.
• Positive and collaborative team environment.
• On-site support and training resources.
• Potential for overtime opportunities.
• Contribute to keeping customers connected within the **Eastern Cape**.