Customer Support Agent - Technical

Placements24; Upington; Sur place; ZAR 250 000 - 380 000; Plein temps

Avantages offerts par ce poste

Onsite work environment

Professional development

Medical aid

Pension fund

Performance bonuses

Stable work environment

Résumé du poste

Placements24, a growing telecommunications company in Upington, is seeking a technically proficient Customer Support Agent to assist customers with connectivity, device setup, and troubleshooting. This onsite role requires strong problem-solving, patience, and a passion for technology.

You will be the first point of contact, handling calls, emails, and in-person support, documenting interactions, guiding customers through solutions, and escalating complex issues to senior teams.

Qualifications

• Experience in technical support or IT helpdesk.
• Strong knowledge of networking and internet protocols.
• Good communication and ability to explain technical concepts.
• Must be able to work full-time onsite in Upington.

Responsabilités

• Provide technical support to customers via phone, email, and in-person interactions.
• Diagnose and troubleshoot issues related to internet, mobile, and landline services.
• Guide customers through step-by-step solutions for technical problems.
• Escalate unresolved technical issues to senior support teams or field technicians.
• Install, configure, and test customer equipment as needed.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
• Educate customers on product features and best practices for service utilization.
• Stay updated on new technologies, products, and troubleshooting techniques.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Contribute to a positive team environment and share knowledge with colleagues.

Connaissances

Technical support

Networking fundamentals

Troubleshooting

Communication

Ticketing systems

Formation

High school diploma

Technical certifications (CompTIA A+, Network+)

Outils

Ticketing systems

Diagnostic tools

Description du poste

About the Role

Our client, a growing telecommunications company located in Upington, Northern Cape , is seeking a technically proficient Customer Support Agent. This role is critical for assisting customers with a range of technical inquiries related to their services, including internet connectivity, device setup, and troubleshooting. You will be the first line of defense in resolving technical issues, ensuring customer satisfaction and minimizing service disruptions. We are looking for an individual with excellent problem-solving skills, a patient demeanor, and a strong aptitude for technology. This position requires you to work onsite at our Upington, Northern Cape office, providing direct, hands-on support to our valued customers. Join a team dedicated to providing reliable service and career growth opportunities within the telecommunications sector. Your technical expertise will be key to maintaining our reputation for excellent customer support.

Key Responsibilities

• Provide technical support to customers via phone, email, and in-person interactions.
• Diagnose and troubleshoot issues related to internet, mobile, and landline services.
• Guide customers through step-by-step solutions for technical problems.
• Escalate unresolved technical issues to senior support teams or field technicians.
• Install, configure, and test customer equipment as needed.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
• Educate customers on product features and best practices for service utilization.
• Stay updated on new technologies, products, and troubleshooting techniques.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Contribute to a positive team environment and share knowledge with colleagues.

Requirements

• Previous experience in technical support, IT helpdesk, or a similar customer-facing technical role.
• Strong knowledge of internet protocols, networking fundamentals, and common hardware/software issues.
• Excellent problem-solving and diagnostic skills.
• Good communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using support ticketing systems and diagnostic tools.
• Ability to work effectively in a team and independently.
• High school diploma or equivalent; technical certifications (e.g., CompTIA A+, Network+) are advantageous.
• Customer-oriented mindset with a commitment to service quality.
• Must be able to work full-time onsite in Upington, Northern Cape .

Benefits

• Competitive annual salary of up to ZAR .
• Onsite work environment in Upington, Northern Cape .
• Opportunities for professional development and technical training.
• Comprehensive medical aid and pension fund benefits.
• Performance incentives and bonuses.
• A stable and supportive work environment within a reputable company.
• Potential for career advancement in the telecommunications industry.