Technical Support Agent - Richards Bay

Placements24; Richards Bay; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Hybrid work arrangement

Continuous learning and technical培训

Job summary

Placements24 in Richards Bay is seeking a technically adept Technical Support Agent to join our client's team. You will provide frontline support to users, diagnose issues, and guide them through solutions, ensuring a smooth technical experience.

The role involves collaboration with engineering and IT, logging interactions, and staying updated with product documentation. The ideal candidate will have a high school diploma, experience in technical support, and familiarity with Windows/macOS and

Qualifications

• Experience delivering frontline technical support for software/hardware.
• Proficient with Windows and macOS environments.
• Strong problem solving and clear communication.
• Experience using remote desktop tools and helpdesk systems.

Responsibilities

• Provide first-level technical support via phone, email, and chat.
• Diagnose hardware, software, and network issues and guide users through solutions.
• Escalate unresolved problems to senior staff or engineers.
• Maintain detailed logs of interactions and resolutions in the ticketing system.
• Stay up-to-date with product updates and technical documentation.

Skills

Technical support experience

Windows & macOS

Remote desktop tools

Helpdesk software

Education

High school diploma or equivalent

Tools

Remote desktop tools

Helpdesk software

Job description

About the Role

Our client is seeking a technically adept and customer-oriented Technical Support Agent to join their team in Richards Bay . This role is crucial for providing frontline technical assistance to users experiencing issues with our products or services. You will be responsible for diagnosing problems, offering effective solutions, and ensuring a smooth technical experience for all clients. This position offers a fantastic opportunity for individuals with a knack for technology and a passion for problem-solving to contribute to our client's reputation for reliable support, working collaboratively with engineering and IT departments to resolve complex technical challenges.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose hardware, software, and network issues and guide users through step-by-step solutions.
• Escalate unresolved technical problems to senior support staff or relevant technical teams.
• Maintain detailed logs of customer interactions, troubleshooting steps, and resolutions in the support system.
• Stay up-to-date with product updates and technical documentation to provide accurate support.

Requirements

• Proven experience in a technical support role, troubleshooting software and hardware.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Excellent problem-solving skills and the ability to explain technical concepts clearly.
• Experience with remote desktop tools and helpdesk software.
• High school diploma or equivalent; IT certifications are advantageous.

Benefits

• Competitive salary commensurate with experience.
• Hybrid work arrangement providing work-life balance.
• Health, dental, and vision insurance options.
• Opportunities for continuous learning and technical training .
• A dynamic and supportive team environment in Richards Bay .