TECHNICAL SUPPORT AGENT

Milton Resourcing; Cape Town; On-site; ZAR 111,600 - 167,400; Full time

Job summary

Milton Resourcing is seeking a proactive Technical Support Agent to join their Technical Support Department in Cape Town. The ideal candidate will possess strong troubleshooting and customer service skills, with prior technical contact centre experience being essential.

Your responsibilities will include managing customer queries through the CRM system, applying technical knowledge for issue resolution, and complying with various internal policies. Join us in providing exceptional service to our clients.

Qualifications

• Grade 12 (Matric) certificate required.
• Previous technical troubleshooting experience.
• Call or contact centre experience essential.
• English proficiency; additional languages advantageous.

Responsibilities

• Manage customer faults and queries effectively via the CRM system.
• Apply technical knowledge when troubleshooting system faults.
• Utilise NCEMS to resolve technical issues.
• Maintain high levels of customer service.
• Ensure timely player dispute resolution.
• Comply with policies and regulations.

Skills

Technical troubleshooting experience

Call centre experience

Proficient in English

Strong communication skills

Organizational abilities

Ability to multi-task

Education

Grade 12 (Matric) certificate

Job description

Overview

A leading organisation is seeking a Technical Support Agent to join their Technical Support Department. The ideal candidate will have previous technical contact centre experience and the ability to troubleshoot technical issues efficiently while delivering excellent customer service. This role requires a proactive, adaptable, and results-oriented individual.

Responsibilities

• Manage customer faults and queries effectively via the CRM system to minimise downtime.

• Apply technical knowledge when troubleshooting system faults and customer queries.

• Utilise the National Central Electronic Monitoring System (NCEMS) to perform tasks and resolve technical issues.

• Maintain high levels of customer service by adhering to contact centre SLA’s and KPIs.

• Ensure timely player dispute resolution in line with procedures.

• Comply with internal and external policies, procedures, and regulations from all relevant authorities.

Qualifications & Experience

• Grade 12 (Matric) certificate required.

• Previous technical troubleshooting experience.

• Call or contact centre experience essential.

• English proficiency; additional languages advantageous.

Skills & Competencies

• Results-focused with strong planning and organisational abilities.

• Ability to multi-task using multiple systems and contact centre applications simultaneously.

• Adaptable, proactive, innovative, and able to work under pressure.

• Strong verbal and written communication skills (English).

• Effective interpersonal skills for building customer loyalty, managing conflict, negotiating, and gaining commitment.

• Team player with follow-up and goal-achievement capabilities.

• Willingness to work shifts.