Support Service Centre Agent

Metacom; Cape Town; On-site; ZAR 150 000 - 250 000; Full time

Job summary

A leading tech support provider in Cape Town seeks a Support Service Centre Agent to deliver exceptional technical and customer support. Responsibilities include troubleshooting connectivity issues, logging client interactions, and maintaining service quality standards. Candidates should have a Senior Certificate and at least one year of technical support experience. Join a dedicated team focused on excellence in customer service.

Qualifications

• Minimum one year of experience in a technical support or service centre environment.
• Certification in networking is advantageous.

Responsibilities

• Deliver professional customer service via phone and email.
• Provide first-line technical support and troubleshooting.
• Maintain accurate records of incidents and communications.
• Generate and submit performance and incident reports.

Skills

Strong communication and interpersonal skills

Excellent analytical and troubleshooting abilities

Proficiency in Microsoft Office

Experience with CRM/ticketing systems

Customer-focused mindset

Ability to multitask and prioritize

Education

Senior Certificate (Matric)

Technical or networking-related certification (N+, CCNA)

Job description

Introduction

The Support Service Centre Agent is responsible for providing high-quality technical and customer support to Metacom's clients and internal teams.

This role focuses on ensuring optimal uptime and performance across all managed devices and services through efficient troubleshooting, clear communication, and proactive problem‑solving.

The agent serves as the first point of contact for client queries, delivering prompt resolutions and exceptional service aligned with company standards and service‑level agreements (SLAs).

Duties & Responsibilities

• Customer Support
  • Deliver professional, friendly, and efficient customer service via phone, email, and monitoring systems.
  • Build and maintain positive relationships with clients, ensuring clear and timely communication throughout the support process.
  • Accurately log all client interactions, incidents, and resolutions in the ticketing system.
  • Conduct follow‑ups with clients to confirm issue resolution and gather feedback to improve service quality.
• Technical Support
  • Provide first‑line technical support by diagnosing and resolving connectivity, hardware, and software issues.
  • Monitor assigned client networks and systems to identify and address potential outages or faults proactively.
  • Escalate complex or unresolved issues to Level 2 or Level 3 support teams according to escalation procedures.
  • Collaborate with internal departments (NOC, FAE, Sales, etc.) to ensure efficient resolution of client issues.
  • Assist field technicians remotely by providing real‑time support and troubleshooting guidance.
  • Maintain up‑to‑date knowledge of Metacom products, networking concepts, and service platforms.
• Administrative Duties
  • Maintain accurate and up‑to‑date records of all incidents, maintenance actions, and client communications.
  • Generate and submit daily, weekly, or monthly performance and incident reports as required.
  • Ensure data integrity and compliance with departmental procedures and company policies.

Desired Experience & Qualification

• Minimum Qualification: Senior Certificate (Matric).
• Preferred Qualification: Technical or networking‑related certification (N+, CCNA or equivalent advantageous).
• Experience: At least 1 year of experience in a technical support or service centre environment.
• Key Skills and Competencies
  • Strong communication and interpersonal skills.
  • Excellent analytical and troubleshooting abilities.
  • Proficiency in Microsoft Office and CRM / ticketing systems.
  • Ability to multitask, prioritize, and work under pressure.
  • Customer‑focused mindset with a commitment to service excellence.
  • Team‑oriented with a proactive and positive attitude.

Interested?