Technical Support Specialist (US Campaign)
NOSSA
Cape Town, Western Cape
This listing does not state a salary. As a guide, it roles in South Africa typically pay R18 000 to R65 000 a month (indicative).
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Job description
Location: Cape Town, South Africa (on-site; CBD)
Hours: US hours — please only apply if you can commit to this schedule long-term
About the Role
We're hiring on behalf of a leading global brand in tankless water heaters, with strong operations in the US. You'll take inbound technical support calls from general contractors who've just installed a unit and hit an issue, so the job is walking someone through diagnosing and fixing something tangible, not reading from a script.
Success in this role comes down to accuracy and discipline: following the client's troubleshooting materials closely, recognizing when to escalate, and communicating clearly with someone who's often mid-repair and looking for a fast, reliable answer.
Key Responsibilities
- Handle inbound technical support calls from general contractors regarding tankless water heater units
- Diagnose issues using client-provided troubleshooting materials and guide callers through resolution steps
- Recognize when an issue requires escalation or a technician dispatch, and route it accordingly
- Communicate technical, physical processes in plain, easy-to-follow language
- Follow guidelines and protocol precisely, even under pressure
Minimum Qualifications
- 6+ months of call center or phone-based support experience specifically in technical/product troubleshooting (e.g. HVAC, plumbing, appliance repair, consumer electronics, automotive, or telecom-hardware support)
- Strong attention to detail; able to notice small inconsistencies and ask the right clarifying questions
- Genuine interest in both the mechanics of the product and the person on the call; strong performers in this role combine both traits
- Clear, simple communicator, able to describe a physical process or issue in words a confused caller can follow
- Comfortable following structured guidelines and protocol rather than improvising under pressure
- Grade 12 or equivalent (NQF 4); tertiary qualification advantageous
- South African citizen with a clear criminal record
- Immediate availability
What We Offer
- Competitive compensation based on experience
- Paid training on the company's systems and troubleshooting materials
- Career growth as the project scales
- Supportive, collaborative team culture
Pay: R9 000,00 - R12 000,00 per month
Work Location: In person
Found on Indeed · Posted 2 weeks ago · Last checked 1 weeks ago
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This listing does not state a salary. As a guide, it roles in South Africa typically pay R18 000 to R65 000 a month (indicative).
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Found on Indeed · Posted 2 weeks ago
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