Customer Support Agent - Tier 1

Placements24; East London; Hybrid; ZAR 134,000 - 201,000; Full time

Job summary

Placements24 is seeking a Customer Support Agent (Tier 1) for their East London team in the Eastern Cape. The role is frontline customer interaction, handling inquiries and basic technical issues, with hybrid on-site and remote work.

The ideal candidate has strong communication, a friendly attitude, and a willingness to learn. Training is provided, and you will support customers to resolve common problems and document interactions in the system.

Qualifications

• High school diploma or equivalent qualification.
• Previous customer service or support experience is preferred but not essential; comprehensive training will be provided.
• Excellent verbal and written communication skills.
• Strong listening skills and the ability to empathize with customers.
• Basic computer proficiency and familiarity with common software applications.
• Ability to learn new systems and processes quickly.
• A positive attitude and a strong desire to help customers.
• Ability to work effectively in a team environment and adapt to changing priorities.
• Availability to work flexible shifts as required for a hybrid model.

Responsibilities

• Respond promptly and courteously to customer inquiries via phone, email, and chat.
• Provide first-level technical support and troubleshooting for common issues.
• Guide customers through product features, service functionalities, and basic problem resolution.
• Accurately document customer interactions, issues, and resolutions in the support system.
• Identify customer needs and help customers use specific features or services.
• Escalate complex or unresolved issues to Tier 2 support or relevant departments.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Maintain a high level of customer satisfaction by delivering timely and effective support.
• Follow established communication protocols and company guidelines.
• Assist with basic account management tasks as needed.

Skills

Customer service

Communication

Listening

Empathy

Computer basics

Learn quickly

Teamwork

Flexibility

Education

High school diploma or equivalent

Job description

About the Role

Our client, a leading technology solutions provider, is seeking a motivated and customer-oriented Customer Support Agent (Tier 1) to join their team based in East London, Eastern Cape . This role is the frontline of customer interaction, responsible for providing initial support, answering inquiries, and resolving basic technical and service-related issues. The ideal candidate possesses excellent communication skills, a friendly disposition, and a willingness to learn. This hybrid role offers a blend of on-site and remote work, promoting a flexible and productive working environment.

Key Responsibilities

• Respond promptly and courteously to customer inquiries via phone, email, and chat.
• Provide first-level technical support and troubleshooting for common issues.
• Guide customers through product features, service functionalities, and basic problem resolution.
• Accurately document customer interactions, issues, and resolutions in the support system.
• Identify customer needs and help customers use specific features or services.
• Escalate complex or unresolved issues to Tier 2 support or relevant departments.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Maintain a high level of customer satisfaction by delivering timely and effective support.
• Follow established communication protocols and company guidelines.
• Assist with basic account management tasks as needed.

Requirements

• High school diploma or equivalent qualification.
• Previous customer service or support experience is preferred but not essential; comprehensive training will be provided.
• Excellent verbal and written communication skills.
• Strong listening skills and the ability to empathize with customers.
• Basic computer proficiency and familiarity with common software applications.
• Ability to learn new systems and processes quickly.
• A positive attitude and a strong desire to help customers.
• Ability to work effectively in a team environment and adapt to changing priorities.
• Availability to work flexible shifts as required for a hybrid model.

Benefits

• Comprehensive paid training program.
• Competitive starting salary with potential for performance increases.
• Medical aid and retirement fund options.
• Hybrid work model offering work-life balance.
• Opportunities for career growth within the tech support field.
• A supportive and dynamic team environment.
• Paid annual leave.