Customer Support Representative – Tier 1 (Specialist)

The Faculty; KwaZulu-Natal; On-site; ZAR 180,000 - 260,000; Full time

Job summary

The Faculty is seeking a Tier 1 Customer Support Representative to be the first point of contact for customers in KwaZulu-Natal. You will resolve technical and non-technical issues while providing a professional, positive and efficient support experience.

You’ll be the first point of contact for customers, helping them resolve issues while delivering a high-quality service in a high-volume environment. Strong English communication and problem-solving skills 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 troubleshooting across hardware, software, OS and business apps.
• 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.
• Ability to explain technical issues clearly to non-technical customers.
• Strong problem-solving and prioritisation abilities.

Responsibilities

• Provide frontline technical support for Hatch products and platforms.
• Troubleshoot hardware, software and OS-related issues.
• Handle orders, shipments, returns, RMAs and warranty matters.
• Manage enquiries across phone, email, chat and internal channels.
• Document interactions and resolutions in the ticketing system.
• Provide regular updates throughout the support process.
• Identify issues needing advanced intervention and escalate when needed.
• Collaborate with internal teams to resolve customer issues.

Skills

Technical troubleshooting

Customer support

English communication

Problem-solving

Ticketing systems

Remote support

Documentation

Multi-tasking

Tools

Ticketing systems

Remote-support tools

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.

Key Responsibilities

Tier 1 Representative will:

• Provide frontline technical support for the installation and use of Hatch products and platforms;
• Troubleshoot customer hardware, software and operating-system-related issues;
• Provide non-technical support relating to orders, shipments, appointments, returns, RMAs and warranty matters;
• Manage customer enquiries across phone, email, chat and internal support channels;
• Maintain comprehensive knowledge of current and historical Hatch products;
• Accurately document customer interactions and resolutions within the designated support ticketing system;
• Provide customers with regular and professional updates throughout the support process;
• Identify issues requiring advanced technical intervention and elevate these appropriately;
• Collaborate with internal teams where necessary to resolve customer issues;
• Work effectively within a high-volume customer support environment; and
• Consistently achieve agreed performance KPIs while maintaining high standards of professionalism and customer satisfaction.

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