Tier 1 Tech Support Specialist — Problem Solver

The Faculty; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Faculty is seeking a dedicated Tier 1 Customer Support Representative in Durban, South Africa. You will be the first point of contact, resolving technical and non-technical issues while delivering a professional support experience.

You will troubleshoot hardware, software, and OS issues, assist with orders and returns, and document interactions. Strong English communication and the ability to explain tech to non-technical customers are essential.

Qualifications

• 2+ years of technical support experience.
• 3+ years of professional computer troubleshooting experience.
• Experience in technical support, service desk, desktop support or IT support.
• Strong practical troubleshooting skills across hardware, software, operating systems and business applications.
• Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office.
• Experience using ticketing systems and remote-support tools.
• Excellent written and verbal English communication skills.
• The ability to explain technical issues clearly to non-technical customers.
• Strong problem-solving and critical-thinking skills.
• Excellent organisation and the ability to prioritise multiple requests.
• A calm, professional and customer-focused approach.

Responsibilities

• Provide frontline technical support for our products and platforms
• Troubleshoot hardware, software and operating-system issues
• Assist customers with orders, shipments, appointments, returns, RMAs and warranty queries
• Support customers via phone, email and chat
• Diagnose issues, follow established troubleshooting processes and provide effective solutions
• Accurately document customer interactions, troubleshooting steps and resolutions
• Keep customers informed throughout the support process
• Identify issues requiring advanced technical assistance and escal appropriate
• Work closely with internal teams to resolve customer issues
• Manage multiple customer requests in a high-volume support environment
• Consistently meet agreed performance, quality and customer satisfaction KPIs

Job description

The Faculty is seeking a dedicated Tier 1 Customer Support Representative in Durban, South Africa. You will be the first point of contact, resolving technical and non-technical issues while delivering a professional support experience.

You will troubleshoot hardware, software, and OS issues, assist with orders and returns, and document interactions. Strong English communication and the ability to explain tech to non-technical customers are essential.