Technical Support

Role Overview

We are looking for a customer-focused Technical Support Agent to join our support team in delivering fast, friendly, and effective assistance to internet service users. This role involves first-line troubleshooting, customer communication, and coordination with internal departments to resolve service-related issues.

Ideal candidates are tech-savvy, solution-driven, and comfortable working in a dynamic support environment where every customer interaction matters.

Core Responsibilities (high-level)

Technical Troubleshooting

• Respond to connectivity and device-related queries
• Guide customers through basic diagnostic and resolution steps
• Identify issues requiring escalation and route accordingly

Customer Communication

• Deliver clear, empathetic support via phone, email, and messaging
• Keep customers informed of progress and resolutions
• Maintain a professional and helpful tone under pressure

System & Ticket Management

• Log and update support tickets with detailed notes
• Track resolution steps and ensure timely follow-ups
• Report recurring issues or service-impacting trends to the team

Router & Device Setup

• Assist with configuring or replacing routers and other client devices
• Guide users on installation best practices
• Coordinate dispatch or exchanges with relevant teams

Cross-Team Support

• Collaborate with provisioning, billing, and field service teams
• Participate in rotational duties, including weekends or after-hours shifts
• Support broader service operations as needed

Minimum Requirements

• Matric (Grade 12)
• Strong technical aptitude and basic networking knowledge
• Excellent communication and customer service skills
• Experience in a helpdesk, ISP, or IT support role is beneficial
• Comfortable using support tools, ticketing systems, and basic office software
• Willingness to learn and grow within a high-paced, tech-driven environment

Work Location: In person