Tech Support Specialist — Telecom & Wi‑Fi Help

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

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.