Customer Solution Centre Agent

Ontec; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Ontec Cape Town seeks a capable support professional to be the primary contact for customer enquiries, owning and resolving issues with meters, IoT devices and Ontec solutions. You will provide 1st/2nd line support and manage escalations according to SLA terms.

Role requires 2+ years in technical support or related field, strong analytical and communication skills in English and local languages, and ability to work independently or in a team in a fast-paced environment.

Qualifications

• Tertiary Engineering Qualification or equivalent.
• Minimum 2 years technical industry experience advantageous.
• Basic knowledge of meters and IoT devices and systems.
• Proficiency in English, Xhosa and/or Zulu (written and verbal).
• The use of appropriate business language when communicating with customers.
• Must have good analytical skills.
• Skilled in MS Office (Excel, Word, PowerPoint).
• Ability to foster and maintain relationships.
• Positive, service-oriented attitude.
• Able to be flexible and adapt to any work situation.
• Must be able to work independent and within a team.
• Ability to thrive in a fast-paced and high-pressure environment.

Responsibilities

• Provide end-to-end 1st and/or 2nd line support on all Ontec software and solutions; including Pyxis, Ontec Home, metering devices and HES.
• Analyze and resolve issues relating to meters, vending processes, consumer data, and general utility enquiries; aggregators and direct vendors.
• Track, communicate and resolve 3rd line escalated enquiries with relevant providers; close enquiry with the customer when completed.
• Ensure resolution of enquiries within applicable SLA timeframes.
• Keep abreast of Ontec products, solutions and services to provide guidance and training to customers.
• Onboard new customers on systems based on contracts and SLA terms; communicate milestones and timelines.

Skills

Analytical skills

Customer service

Communication skills English/Xhosa/Zul

Teamwork

Problem-solving

Adaptability in fast-paced env

Education

Tertiary Engineering Qualification or equivalent

Tools

MS Office

Excel

Word

PowerPoint

Job description

Cape Town, South Africa | Posted on 12/08/2026

Ontec has a diverse team made up of innovative and competent individuals. The company not only drives performance for employees to excel on a professional and personal level but rewards this performance. People here are satisfied, challenged and happy, which makes it a perfect working environment.

Job Description

Scopeof role

The candidate will be theprimary point of contact within the organization for all customer enquiries,this includes to own and fully resolve enquiries raised by all stakeholdersi.e. customers, general public, Ontec partners. To ensure that a systematic,disciplined and analytical problem-solving approach is adopted in order tosatisfy agreed company procedures, whilst maintaining the required standards.

Requirements

Key responsibilities:

• Provide end-to-end 1st and/or 2nd line support on all Ontecsoftware and solutions; including but not limited to Pyxis, Ontec Home,metering devices and HES;
• Analyze and resolve issues relating but not limited to,meters, vending processes, consumer data, general utility related enquiries;aggregators and direct vendors;
• Track, communicate and resolve 3rd line escalated enquirieslogged with the relevant internal and/or external providers, and close off theenquiry with the customer when completed;
• Ensure resolution of enquiries within applicable ServiceLevel Agreement (SLA’s) timeframe
• Keep abreast of all Ontec products, solutions and services inorder to provide adequate support, guidance and training to customers;
• To onboard new customers on the appropriate systems based oncontracts and SLA terms and communicate milestone and timelines accordingly
• Ensure customer data is maintained and relevant at all times
• Pre-empt customer needs and offer product and servicesuggestions to solve customer’s specific needs (Up sales);
• Issue standard sales quote and follow up with customer;
• Escalate non-standard sale opportunities and enquiries to theapplicable Sales Team;
• Identify common reported issues and notify the applicableDepartments within Ontec and track issue until resolved;

Keyrequirements:

• Tertiary Engineering Qualification or equivalent
• Minimum 2 years technical industry experience advantageous
• Basic knowledge of meters and IoT devices and systems;
• Proficiency in English, Xhosa and/or Zulu (written andverbal);
• The use of appropriate business language when communicatingwith customers;
• Must have good analytical skills;
• Skilled in MS Office (Excel, Word, PowerPoint);
• Ability to foster and maintain relationships;
• Positive, service-oriented attitude;
• Able to be flexible and adapt to any work situation;
• Must be able to work independent and within a team;
• Ability to thrivein a fast-paced and high-pressure environment;
• May be requiredto work longer hours during month-end submissions;
• Will be required to perform Standby and overtime during afterhours and weekends.