Frontline Tech Support Specialist - Tier 1

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

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.