Technical Support Agent - Call Center (Remote)

Mashreq Bank; South Africa; Remote; ZAR 518,000 - 691,000; Full time

Job summary

A technology company is seeking a motivated Technical Support Agent to join their remote call center team. The ideal candidate will provide exceptional technical assistance, troubleshooting issues to ensure client satisfaction. The role requires excellent communication skills and a willingness to learn. This position offers flexible hours and a supportive work culture, with opportunities for professional development.

Benefits

Competitive salary with performance-based incentives

Work-from-home flexibility

Health and wellness benefits

Professional development opportunities

Supportive remote work culture

Qualifications

• Strong attention to detail and ability to follow processes accurately.
• Patience and empathy when dealing with customers.
• Ability to quickly learn and adapt to new technologies.

Responsibilities

• Respond to incoming customer inquiries via phone, email, and chat.
• Diagnose and troubleshoot technical issues.
• Document customer interactions in the ticketing system.

Skills

Excellent verbal and written communication skills in English

Strong problem-solving and analytical abilities

Basic understanding of computer systems

Customer-centric mindset

Familiarity with call center software

Tools

CRM tools

Ticketing systems

Job description

Job Summary:

Progressive Technology is seeking a motivated and customer-focused Technical Support Agent to join our remote call center team. The ideal candidate will be responsible for providing exceptional technical assistance, troubleshooting, and support to our clients, ensuring that their issues are resolved efficiently and effectively. This role requires excellent communication skills, problem-solving capabilities, and a passion for delivering a world-class customer experience.

As a Technical Support Agent at Progressive Technology, you will act as the first point of contact for customers, guiding them through technical challenges while maintaining professionalism and empathy. This remote opportunity allows you to work from the comfort of your home while contributing to a fast-paced and innovative organization.

Key Responsibilities:

• Respond promptly and professionally to incoming customer inquiries via phone, email, and chat.

• Diagnose and troubleshoot technical issues related to software, hardware, or network systems.

• Provide step-by-step guidance to clients to resolve technical problems.

• Document customer interactions, issues, and resolutions accurately in the ticketing system.

• Escalate unresolved issues to the appropriate technical teams while ensuring follow-up with the client.

• Maintain up-to-date knowledge of company products, services, and technical procedures.

• Identify trends in technical issues and provide feedback to improve processes and customer satisfaction.

• Ensure adherence to company policies, quality standards, and service level agreements (SLAs).

Required Skills and Qualifications:

• Excellent verbal and written communication skills in English.

• Strong problem-solving and analytical abilities.

• Basic understanding of computer systems, software applications, and network troubleshooting.

• Ability to multitask and handle high-pressure situations with professionalism.

• Customer-centric mindset with a focus on delivering excellent service.

• Familiarity with call center software, CRM tools, or ticketing systems is a plus.

Experience:

• Previous experience in a technical support, helpdesk, or call center environment is preferred but not mandatory.

• Exposure to troubleshooting hardware, software, or network issues is an advantage.

Working Hours:

• Flexible remote working hours, including the possibility of rotational shifts to cover different time zones.

• Full-time or part-time schedules available based on business needs.

Knowledge, Skills, and Abilities:

• Strong attention to detail and ability to follow processes accurately.

• Patience and empathy when dealing with customers experiencing technical difficulties.

• Ability to quickly learn and adapt to new technologies and software.

• Effective time management and organizational skills.

• Team-oriented mindset with the ability to collaborate virtually.

Benefits:

• Competitive salary with performance-based incentives.

• Work-from-home flexibility with no commute.

• Health and wellness benefits (as applicable).

• Professional development and training opportunities.

• Friendly and supportive remote work culture.

Why Join Progressive Technology:

• Be part of a rapidly growing and innovative technology company.

• Gain valuable experience working with a global client base.

• Enjoy a flexible and remote work environment designed to support work-life balance.

• Collaborate with a team of dedicated professionals passionate about technology and customer service.

How to Apply:

Interested candidates are invited to submit their resume and a cover letter highlighting relevant experience and skills to uswith the subject line: Technical Support Agent – Remote Application. Shortlisted candidates will be contacted for an interview and assessment.