Customer Support Representative Tier 1

The Faculty; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Faculty is seeking a dedicated Tier 1 Customer Support Representative in Durban, South Africa. You will be the first point of contact, resolving technical and non-technical issues while delivering a professional support experience.

You will troubleshoot hardware, software, and OS issues, assist with orders and returns, and document interactions. Strong English communication and the ability to explain tech to non-technical customers are essential.

Qualifications

• 2+ years of technical support experience.
• 3+ years of professional computer troubleshooting experience.
• Experience in technical support, service desk, desktop support or IT support.
• Strong practical troubleshooting skills across hardware, software, operating systems and business applications.
• Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office.
• Experience using ticketing systems and remote-support tools.
• Excellent written and verbal English communication skills.
• The ability to explain technical issues clearly to non-technical customers.
• Strong problem-solving and critical-thinking skills.
• Excellent organisation and the ability to prioritise multiple requests.
• A calm, professional and customer-focused approach.

Responsibilities

• Provide frontline technical support for our products and platforms
• Troubleshoot hardware, software and operating-system issues
• Assist customers with orders, shipments, appointments, returns, RMAs and warranty queries
• Support customers via phone, email and chat
• Diagnose issues, follow established troubleshooting processes and provide effective solutions
• Accurately document customer interactions, troubleshooting steps and resolutions
• Keep customers informed throughout the support process
• Identify issues requiring advanced technical assistance and escal appropriate
• Work closely with internal teams to resolve customer issues
• Manage multiple customer requests in a high-volume support environment
• Consistently meet agreed performance, quality and customer satisfaction KPIs

Job description

Are you a customer-focused problem solver with strong technical troubleshooting skills?

We are looking for a Tier 1 Customer Support Representative to join our team and provide frontline support to customers using our products and platforms.

You'll be the first point of contact for customers, helping them resolve technical and non-technical issues while delivering a professional, positive and efficient support experience.

What You'll Do

• Provide frontline technical support for our products and platforms
• Troubleshoot hardware, software and operating-system issues
• Assist customers with orders, shipments, appointments, returns, RMAs and warranty queries
• Support customers via phone, email and chat
• Diagnose issues, follow established troubleshooting processes and provide effective solutions
• Accurately document customer interactions, troubleshooting steps and resolutions
• Keep customers informed throughout the support process
• Identify issues requiring advanced technical assistance and escal appropriately
• Work closely with internal teams to resolve customer issues
• Manage multiple customer requests in a high-volume support environment
• Consistently meet agreed performance, quality and customer satisfaction KPIs

What We're Looking For

The ideal candidate will have:

• 2+ years of technical support experience
• 3+ years of professional computer troubleshooting experience
• Experience in technical support, service desk, desktop support or IT support
• Strong practical troubleshooting skills across hardware, software, operating systems and business applications
• Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office
• Experience using ticketing systems and remote-support tools
• Excellent written and verbal English communication skills
• The ability to explain technical issues clearly to non-technical customers
• Strong problem-solving and critical-thinking skills
• Excellent organisation and the ability to prioritise multiple requests
• A calm, professional and customer-focused approach

Why You'll Succeed in This Role

You'll thrive in this position if you enjoy solving problems, helping people and working in a fast-paced environment. You should be confident troubleshooting technical issues while remaining patient, professional and approachable when assisting customers who may not be technically experienced.