Customer Service Agent - Technical Focus

Placements24; Vereeniging; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Pension fund

Training & certifications

Paid time off

On-site Vereeniging

Wellness programs

Career progression

Team building

Modern tools

Job summary

Placements24 in Vereeniging, Gauteng, is seeking a Customer Service Agent with strong technical aptitude to join the on-site support team. You will handle first-line inquiries, troubleshoot issues, and guide customers through product usage, aiming for clear explanations and timely resolutions.

The ideal candidate communicates technical concepts to non-technical users, maintains up-to-date product knowledge, and collaborates with colleagues to improve documentation and SLAs.

Qualifications

• Previous experience in a customer service role with a technical support component.
• Strong understanding of technical concepts and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical details clearly.
• Proficiency in using helpdesk software and CRM systems.
• Adept at using various operating systems and common software applications.
• Strong problem-solving and analytical skills.
• High school diploma or equivalent; technical certifications are a strong advantage.
• Patience and a customer-centric approach.
• Ability to work effectively under pressure and manage time efficiently.
• Team player mentality with the ability to work independently when needed.

Responsibilities

• Respond to customer inquiries regarding technical issues via phone, email, and ticketing system.
• Diagnose and resolve common technical problems with products or services.
• Guide customers through troubleshooting steps and product functionalities.
• Escalate complex technical issues to specialized support teams.
• Document all customer interactions and technical resolutions accurately.
• Provide feedback to product development teams on recurring technical issues.
• Ensure adherence to service level agreements (SLAs).
• Assist in creating and updating technical support documentation and FAQs.
• Maintain a high level of product knowledge and technical expertise.
• Contribute to a positive and collaborative team environment.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

CRM systems

Education

High school diploma or equivalent

Technical certifications

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is seeking a highly skilled and technically adept Customer Service Agent to join their team in Vereeniging, Gauteng . This role is perfect for an individual who possesses both excellent customer service skills and a strong understanding of technical products or services. You will be responsible for providing first-line support, troubleshooting technical issues, and guiding customers through product usage and resolutions. This is an on-site position, requiring you to be an integral part of a dedicated support team. The ideal candidate is patient, articulate, and possesses a passion for technology and problem-solving. We are looking for individuals who can effectively communicate technical information to non‑technical users and are committed to ensuring customer satisfaction. You will play a crucial role in enhancing the customer experience by providing accurate and efficient technical assistance, thereby contributing to our client's reputation for reliable products and superior support. The company culture values continuous learning and professional growth, offering ample opportunities to expand your technical expertise and customer service capabilities.

Key Responsibilities

• Respond to customer inquiries regarding technical issues via phone, email, and ticketing system.
• Diagnose and resolve common technical problems with products or services.
• Guide customers through troubleshooting steps and product functionalities.
• Escalate complex technical issues to specialized support teams.
• Document all customer interactions and technical resolutions accurately.
• Provide feedback to product development teams on recurring technical issues.
• Ensure adherence to service level agreements (SLAs).
• Assist in creating and updating technical support documentation and FAQs.
• Maintain a high level of product knowledge and technical expertise.
• Contribute to a positive and collaborative team environment.

Requirements

• Previous experience in a customer service role with a technical support component.
• Strong understanding of technical concepts and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical details clearly.
• Proficiency in using helpdesk software and CRM systems.
• Adept at using various operating systems and common software applications.
• Strong problem-solving and analytical skills.
• High school diploma or equivalent; technical certifications are a strong advantage.
• Patience and a customer-centric approach.
• Ability to work effectively under pressure and manage time efficiently.
• Team player mentality with the ability to work independently when needed.

Benefits

• Competitive salary package.
• Full medical aid benefits.
• Pension fund contribution.
• Opportunities for technical training and certifications.
• Generous paid time off.
• Stable, on‑site role in Vereeniging.
• Employee wellness programs.
• Career advancement pathways.
• Team‑building events.
• Access to modern support tools and technology.