Technical Support Agent

Placements24; East London; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Medical & retirement plans

Paid training

Advancement opportunities

Supportive team

Central office location

Team-building activities

Job summary

Placements24 is seeking a dedicated Technical Support Agent to join our Queenstown team. You will diagnose hardware, software, and network issues, guide users through installations, and document all interactions to ensure a high level of customer satisfaction.

The role emphasizes frontline technical assistance, clear communication, and teamwork in a professional environment that values innovation and customer success.

Qualifications

• Previous experience in a technical support or helpdesk role.
• Strong knowledge of computer hardware and operating systems.
• Familiarity with network troubleshooting and IT infrastructure basics.
• Excellent problem-solving and communication skills.

Responsibilities

• Respond to customer technical inquiries via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues and provide effective solutions.
• Guide customers through installation, configuration, and troubleshooting processes.
• Document all technical support interactions and outcomes; escalate unresolved issues.

Skills

Technical support

Hardware knowledge

Networking basics

Ticketing system

Tools

Ticketing system

Job description

About the Role

Our client is seeking a dedicated Technical Support Agent to join their team in Queenstown . This role is essential for providing frontline technical assistance to customers, ensuring they can effectively utilize the company's products and services. You will diagnose and resolve technical issues, guide users through complex procedures, and maintain a high level of customer satisfaction. The ideal candidate is technically proficient, possesses excellent communication skills, and is committed to delivering outstanding support in a professional setting. You will be an integral part of a team focused on resolving technical challenges and enhancing the overall user experience, working within a company that values innovation and customer success.

Key Responsibilities

• Respond to customer technical inquiries via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues and provide effective solutions.
• Guide customers through installation, configuration, and troubleshooting processes.
• Document all technical support interactions, solutions, and outcomes meticulously.Escalate unresolved technical issues to senior support staff or relevant departments.
• Contribute to the knowledge base by creating and updating technical documentation.

Requirements

• Previous experience in a technical support or helpdesk role.
• Strong knowledge of computer hardware, operating systems, and common software applications.
• Familiarity with network troubleshooting and basic IT infrastructure.
• Excellent problem-solving and analytical skills.
• Clear and concise communication abilities, both written and verbal.
• A customer-centric approach with patience and professionalism.

Benefits

• Competitive salary and potential for performance bonuses.
• Full benefits package including medical and retirement plans.
• Paid training and opportunities for advancement.
• Supportive team environment.
• Centrally located office for convenient access.
• Regular team-building activities.