Customer Support Specialist - Technical Assistance (Telecom)

Placements24; Soweto; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Retirement savings

Training programs

Career progression

Team environment

Employee discounts

Paid time off

Job summary

Placements24 is seeking a Technical Assistance Specialist in Soweto to deliver frontline technical support for residential and small business customers. The role covers internet, voice, and television services, with emphasis on patient problem-solving and customer satisfaction.

You will handle inquiries by phone, email, and chat, guide users through setup steps, and escalate complex issues while maintaining CRM records.

Qualifications

• Minimum 1–2 years in a customer support or technical assistance role.
• Solid knowledge of broadband technologies (DSL, Fiber, Wi‑Fi) and VoIP.
• Strong communication, listening, and interpersonal skills.
• Ability to explain technical information clearly to non-technical users.
• Familiarity with CRM software and basic troubleshooting tools.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical support.
• Diagnose and troubleshoot internet connectivity, Wi‑Fi, VoIP, and TV issues.
• Guide customers through step-by-step setup, configuration, and troubleshooting solutions.
• Escalate complex technical issues to higher-level support teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on service features and best practices for optimal usage.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Provide feedback to management on common customer issues and potential service improvements.
• Contribute to building a positive customer experience and fostering customer loyalty.
• Stay updated on product knowledge and technical changes within the telecommunications field.

Skills

Customer service

Technical support

Problem solving

Communication skills

CRM software

Education

High School Diploma

Tools

CRM systems

Job description

About the Role

Our client, a prominent telecommunications company, is looking for a dedicated and customer-focused Technical Assistance Specialist to join their support team in Soweto . This role is crucial for providing exceptional frontline technical support to residential and small business customers, resolving queries related to internet, voice, and television services. You will be the primary point of contact for customers experiencing technical difficulties, requiring strong problem-solving skills and a commitment to customer satisfaction. This is an excellent opportunity for individuals passionate about technology and customer service to build a career within the dynamic telecommunications industry in Gauteng .

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical support.
• Diagnose and troubleshoot a wide range of technical issues related to internet connectivity, Wi‑Fi, VoIP, and television services.
• Guide customers through step-by-step solutions for equipment setup, configuration, and troubleshooting.
• Escalate complex technical issues to higher-level support teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on service features and best practices for optimal usage.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Provide feedback to management on common customer issues and potential service improvements.
• Contribute to building a positive customer experience and fostering customer loyalty.
• Stay updated on product knowledge and technical changes within the telecommunications field.

Requirements

• A High School Diploma or equivalent qualification; further technical training or certifications are an advantage.
• A minimum of 1-2 years of experience in a customer support or technical assistance role, preferably in the telecommunications or IT industry.
• Solid understanding of broadband technologies (DSL, Fiber, Wi-Fi), VoIP, and basic networking concepts.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities, with a patient and methodical approach.
• Ability to explain technical information clearly and concisely to non-technical users.
• Proficiency in using computer systems, CRM software, and common troubleshooting tools.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Flexibility to work shifts, including evenings, weekends, and public holidays, as required.
• Knowledge of the Soweto community and surrounding areas is beneficial.

Benefits

• A competitive starting salary with potential for increases based on performance.
• Comprehensive medical aid and retirement savings plan.
• Extensive training programs to enhance technical and customer service skills.
• Opportunities for career advancement within the customer support department and beyond.
• A dynamic and collaborative team environment.
• Employee discounts on company services.
• Generous paid time off and company holidays.