IT Customer Service Advisor

Bluecube Technology Solutions - An Ekco Company; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading cloud solutions provider in Cape Town is seeking a Customer Service Advisor for a shift-based role. The successful candidate will handle calls and online chats, providing technical support to students during exams. Excellent customer service skills and some technical experience are desirable. The position offers a hybrid working environment and opportunities for career progression. Join a company recognized as a Microsoft Partner of the Year and enjoy a flexible, inclusive work culture.

Qualifications

• Polite and professional demeanor with a desire to learn.
• Ability to use initiative in difficult situations.
• High level of multitasking ability required.

Responsibilities

• Answer incoming calls and online chats while keeping within Company SLA’s.
• Log and maintain tickets off the back of calls.
• Provide technical support for students with basic IT issues.
• Guide candidates and invigilators through processes to resolve issues.

Skills

Customer Service experience

Good understanding of Microsoft Office products

Experience with JIRA ticketing system

Previous technical IT experience

Job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Our Core Values

• On It: We take ownership, follow through, and get things done.
• All In: We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

The Role

This shift‑based role runs day and night on a 4 on 4 off basis. We look for a polite, professional customer service advisor with an interest in progressing a career in IT, although not essential. The ideal candidate will be friendly and approachable, have a desire to learn, and be able to use initiative when dealing with difficult situations. The desk has a global reach for students taking online exams, so the successful candidate will need to be able to use their initiative when dealing with difficult situations.

Responsibilities

• Answer incoming calls and online chats while keeping within Company SLA’s.
• Log and maintain tickets off the back of calls and check while monitoring emailed tickets.
• Provide technical support for students suffering basic IT issues when taking their exam, training provided.
• Understand and deliver an accurate handover to oncoming shift workers.
• Manage multiple online chats and requests – a high level of multitasking ability is required.
• Guide candidates and invigilators through current processes to resolve issues in a timely manner.

Desirable Skills

• Experience with JIRA ticketing system.
• Good understanding of Microsoft Office products.
• Previous technical IT experience.
• Customer Service experience.

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations.
• Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards.
• A culture rooted in diversity, equality, inclusion & belonging.
• A commitment to internal mobility and career progression.
• Flexible, family‑friendly working at the heart of our culture.
• Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.

Location

Cape Town – South Africa (Hybrid).