Technical Support Speciliast, Umhlanga

TheTechnical Support Agent will provide high-qualitytechnical support to customers as part of the campaign.The role involves resolving technical issues, guidingcustomers through troubleshooting steps, and ensuring aseamless customer experience.

Thisposition is ideal for candidates with strongproblem-solving skills, technical aptitude, and excellentcommunication abilities, who can deliver support withpatience and professionalism.

RESPONSIBILITIESOF THE ROLE

Respondingto customer inquiries via voice, chat, and emailregarding technical issues, products, orservices

Diagnoses,troubleshooting, and resolving technical problemsefficiently

Provideclear instructions to customers to resolve issues,including setup, configuration, and connectivitysupport

Escalatecomplex technical issues to higher-level supportteams as required

Maintainaccurate records of customer interactions,technical steps taken, and resolution outcomes inCRM systems

Adhereto service-level agreements (SLAs), qualitystandards, and compliance requirements

Collaboratewith team members to share knowledge and improveresolution processes

Identifyrecurring technical issues and provide feedback forcontinuous improvement

Alwaysensure professional and empathetic customerexperience

Requirements QUALIFICATIONS/EDUCATION andEXPERIENCE:

Matric or Equivalentqualification

Minimum 1 year’sCustomer Service or Call Centre Experience

Previous Tech Supportexperience is advantageous.

InternationalCampaign experiences is advantageous

Ability to work in UKhours and weekends.

CORE SKILLS ANDCOMPETENCIES

Excellent spokenEnglish communication skills (clarity, tone, andpronunciation)

Strongcustomer-centric mindset with a problem-solvingapproach

Ability to managemultiple conversations efficiently

High attention todetail and accuracy

Strong timemanagement and organizational skills

Resilient,adaptable, and able to work under pressure

Tech-savvy withthe ability to learn new systemsquickly

Performance-basedIncentives

Careerprogression and promotion opportunities

Group LifePlan (Life Cover, Disability Benefit and DreadDisease and Funeral Cover)

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