Technical Support Agent

Placements24; Richards Bay; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Group life insurance

Retirement plans

Hybrid work

Training programs

Job summary

Placements24 in Richards Bay, KwaZulu-Natal, is seeking a skilled Technical Support Agent to provide first-level assistance for hardware, software, and network issues. You will communicate clearly over phone, email and chat, guiding customers through solutions and ensuring minimal disruption.

Documentation of all interactions in the ticketing system is required, with escalation to higher-level teams when needed. The role offers hybrid work options and ongoing training to develop technical skills.

Qualifications

• Experience in a technical support or helpdesk role.
• Strong knowledge of operating systems and basic networking concepts.
• Ability to explain technical terms to non-technical users.

Responsibilities

• Provide first-level technical support via phone, email and chat.
• Diagnose and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions and troubleshooting processes.
• Document all interactions in the ticketing system.
• Escalate complex problems to higher-level teams when necessary.

Skills

Technical support

Networking basics

Windows/macOS

Phone & chat support

Tools

Ticketing systems

Remote support tools

Office suites

Job description

About the Role

Our client is looking for a skilled Technical Support Agent to join their team in Richards Bay, KwaZulu-Natal . This role is crucial for assisting customers with technical issues related to our products and services. You will provide clear, concise, and effective technical guidance, ensuring customer satisfaction and minimal disruption. This position is ideal for someone with a strong technical aptitude and a passion for helping others, working in a supportive environment that fosters skill development and career progression.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Guide users through step-by-step solutions and troubleshooting processes.
• Document all support interactions and resolutions in the ticketing system.
• Escalate complex technical problems to higher-level support teams when necessary.

Requirements

• Previous experience in a technical support or helpdesk role is required.
• Strong knowledge of operating systems, common software applications, and basic networking concepts.
• Excellent problem-solving skills and the ability to explain technical terms to non-technical users.
• Familiarity with remote support tools and ticketing systems.
• Good communication skills and a patient, customer-focused approach.

Benefits

• Competitive annual salary with potential for overtime pay.
• Hybrid work arrangement combining office and remote work options.
• Access to group life insurance and retirement savings plans.
• Training on new technologies and products to enhance skills.
• A collaborative and encouraging team atmosphere.