Technical Support Agent

The Technical Support Agent will answer inbound customer calls professionally within defined service level targets, escalate unresolved or complex queries to the appropriate department or senior team and handle customer complaints with empathy.

The role is based in Sandton, Gauteng. You will find a workplace that respects your time and your contribution. Training is practical and ongoing rather than a once-off exercise. Ready to apply? Send through your CV and a short introduction.

Responsibilities

• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

Requirements

• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.

Qualifications