Technical Support Agent

Sa Commercial; Cape Town; Remote; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Cape Town location

Training & development

Remote-capable organization

Job summary

SA Commercial Business Process Outsourcing, SA is seeking a Senior Customer Support Specialist (Technical) in Cape Town. The role focuses on delivering expert technical assistance and acting as a product specialist for a diverse customer base.

You will diagnose complex issues, guide users through troubleshooting steps, and collaborate with internal teams to address bugs and feature requests while maintaining high customer satisfaction. This position supports a remote-capable organization.

Qualifications

• Proven experience in high-level technical support or engineering roles.
• Strong customer-facing communication and problem-solving abilities.
• Ability to diagnose complex software/hardware issues and guide users.

Responsibilities

• Provide high-level technical support via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues.
• Escalate unresolved issues to engineering/product teams and track resolutions.
• Document customer interactions, steps, and solutions in the ticketing system.
• Develop and maintain technical support documentation and knowledge base.
• Mentor junior staff on technical areas and best practices.
• Identify trends and provide feedback for product improvements.
• Ensure timely, accurate, and professional customer support.
• Participate in product testing and usability feedback.
• Manage the support ticketing workflow for efficiency.

Skills

Technical troubleshooting

Customer service oriented

Effective communication

Team collaboration

Analytical thinking

Tools

Zendesk

Jira Service Desk

Remote support tools

Job description

• What Technical Support Agent Jobs are in Cape...

Showing 91 Technical Support Agent jobs in Cape Town

Senior Customer Support Specialist (Technical)

About the Role

Our client, a rapidly expanding technology firm, is seeking a highly skilled Senior Customer Support Specialist with a technical aptitude to join their team in Cape Town, Western Cape. This role is critical in providing exceptional technical support to our diverse customer base, ensuring swift and effective resolution of issues. The individual will act as a product expert and reliable point of contact, diagnosing complex problems, guiding users through troubleshooting steps, and collaborating with internal teams to address product bugs and feature requests. The role is essential for maintaining high levels of customer satisfaction and loyalty, while contributing to continuous product improvement. This is an excellent opportunity for a technically proficient individual to advance within a vibrant, fully remote-capable organization.

Key Responsibilities

• Provide high-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot complex technical issues related to software and hardware.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and track for resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Develop and maintain technical support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff on technical aspects and best support practices.
• Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Ensure customer satisfaction by providing timely, accurate, and professional support.
• Participate in product testing and provide feedback on usability and functionality.
• Assist in managing the support ticketing system to ensure efficient workflow.

Requirements

• Proven experience as a Senior Customer Support Specialist or Technical Support Engineer.
• Strong technical background with hands‑on experience in troubleshooting software and hardware issues.
• Excellent understanding of operating systems, network protocols, and common software applications.
• Proficiency with help desk and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Exceptional problem‑solving and analytical skills.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly and concisely to users with varying technical knowledge.
• Strong customer service orientation and a patient, empathetic demeanor.
• Ability to work effectively in a team environment and manage time efficiently.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive salary package.
• Opportunity to work with a leading technology company in Cape Town.
• Comprehensive training and professional development programs.
• Supportive