Position Available: Helpdesk Administrator

Do you love helping people, enjoy working with technology, and take pride in delivering exceptional customer experiences? We’re looking for a friendly, proactive and tech-savvy Helpdesk Administrator to become the digital support specialist for our Property Management team.

This is far more than a traditional helpdesk role. You’ll be the go-to person helping owners and residents confidently use ANGOR Online (AOL), our innovative client platform, while supporting the digital transformation of our business. From guiding clients through the app to resolving queries, assisting with online insurance claims and helping customers make the most of our digital services, you’ll play an important role in improving the overall client experience.

You’ll work closely with our Portfolio Specialists, Portfolio Administrators and Financial Controllers, reducing administrative workloads by empowering clients to self-service through our technology. If you’re passionate about people, technology and problem-solving, and enjoy learning new systems, this is an exciting opportunity to build your career with a company that embraces innovation and continuous improvement.

• Reporting to: Administrative Controller
• Location: First Floor, Wrigley Field, The Campus, Corner of Main & Sloane Street, Bryanston, with remote work on non-office days (reliable backup electricity and internet required)
• Salary: R12,000 – R16,000
• Benefits: Pension Fund
• Eligibility: South African Citizens Only

Purpose of the Position

The Helpdesk Administrator is responsible for assisting clients with registering and navigating the ANGOR Online (AOL) platform, resolving client queries, and providing support to the Property Management Department.

Scope

Reporting to the Administrative Controller, the Helpdesk Administrator serves as the primary support contact for clients using ANGOR Online. The role assists owners and residents in accessing and using the platform effectively, resolves online and chat enquiries, and promotes digital self-service to reduce telephone and email enquiries to the Property Management team.

Working closely with Portfolio Specialists, Portfolio Administrators and Financial Controllers, the Helpdesk Administrator ensures clients receive timely assistance while escalating more complex matters to the appropriate team when necessary.

Responsibilities

Registering Clients on the ANGOR Online Platform

• Assist clients with downloading or updating the ANGOR Online app.
• Guide clients to log in using the cell phone number recorded on the system.
• Update client cell phone numbers upon receipt of written authorisation to assist with registration.
• Direct clients to the appropriate section within the ANGOR Online platform to resolve queries (e.g. debit order forms, conduct rules and other documentation).

Assistance & Navigation on the ANGOR Online Platform

• Receive email requests from Portfolio Specialists, Portfolio Administrators and Financial Controllers to assist with client queries through the ANGOR Online platform.
• Receive and respond to instant chat enquiries, resolving or escalating queries where appropriate.
• Assist clients with submitting insurance claims online.

System Maintenance & Undelivered Emails

• Update client information as instructed via email.
• Contact clients to obtain updated email addresses where emails have been returned as undeliverable.
• Update client email addresses on the system and send a confirmation email to verify successful delivery.

New Client Take-Ons

• Contact clients where welcome emails have bounced or could not be delivered.
• Contact clients where no cell phone number is recorded to enable ANGOR Online registration.

STss Call Centre

• Act as a relief Call Centre Agent when required.

Levy Statement Run

• Assist owners with levy statement queries received via levy@angor.co.za.
• Escalate unresolved queries to the appropriate Financial Controller or team and record actions taken on the Zoho Desk ticket.

General

• Perform any other duties reasonably assigned by management.

Minimum Qualifications

• The applicant must have completed a minimum of Grade 12 (Matric) and have an excellent command of spoken and written English.
• The applicant should have at least one year’s experience in a customer service or service-related environment.
• The applicant should present themselves professionally at all times and demonstrate exceptional customer service skills.

Knowledge, Skills & Abilities

The applicant should demonstrate knowledge of:

• Building and maintaining positive and professional client relationships.
• Delivering exceptional customer service.
• Cultural awareness and sensitivity.
• Conflict resolution and de-escalation techniques.

The applicant should demonstrate the following skills:

• Excellent interpersonal skills.
• Excellent verbal, written and listening communication skills.
• Strong attention to detail and accuracy.
• Effective time and workload management.
• Computer literacy, including Microsoft Office.
• The ability to remain calm and professional under pressure.
• Strong organisational skills.

Personal Attributes

The successful applicant should demonstrate:

• Patience and perseverance.
• Honesty and integrity.
• Strong work ethic.
• Reliability.
• A deadline-driven mindset.
• The ability to work independently.
• Adaptability and willingness to embrace change.
• A commitment to maintaining strict confidentiality.
• A positive, customer-focused attitude.

Training & Development

At ANGOR, we invest heavily in the success of our team. Every new employee participates in a structured training programme designed to equip you with the knowledge and practical skills required to perform your role confidently.

The programme includes:

• Comprehensive training on our systems and processes
• Self-study using our Standard Operating Procedure (SOP) manuals
• Watching training webinars
• Completing the TRACS training programme
• Practical hands-on learning
• Asking questions and actively engaging with your trainers and colleagues

Our training programme is intensive and requires dedication, discipline and a willingness to learn. Applicants should expect to spend time reading, practising and reinforcing what they have learned outside of formal training sessions.

Your success in this role will be directly linked to the effort you invest during your training and ongoing self-development. We are committed to supporting you every step of the way, but we also expect you to take ownership of your learning and make the most of the resources available.

Working Conditions

• The applicant will be based in an open-plan office and will work remotely in accordance with the company’s hybrid working arrangements. The role requires regular interaction with clients and colleagues and involves managing multiple enquiries while maintaining a high standard of customer service.
• Applicants will be expected to assist colleagues with resolving client queries, contribute ideas for continuous improvement, and occasionally attend meetings off-site.
• This is a fast-paced, target-driven environment where weekend and after-hours work may occasionally be require