Support Representative (Frontline / Call Handling)

SUMMARY:
A leading digital company is seeking a Support Representative based in Cape Town, Johannesburg, or Durban. The successful candidate will provide first-line technical support, handle client queries and support calls, log and resolve tickets, and escalate complex issues to Tier 2 when required.

The role requires strong troubleshooting skills, professional client communication, and active management of the ManageEngine support queue and 3CX call platform.

POSITION INFO:
Duties and Responsibilities: 
Queue & Call Handling (3CX):

• Remain active in the Manage Engine support queue during all assigned working hours.
• Answer incoming support calls via 3CX promptly and professionally.
• Accurately capture client issues in Manage Engine and CMS during calls.
• Convert calls into tickets where required.
• Prioritise urgent incidents appropriately based on severity and client impact.

• Log all incoming support requests accurately in Manage Engine and any other ticketing platform introduced in the future.
• Work through issues methodically using structured first-line troubleshooting before escalating.
• Guide store-level staff through clear, structured troubleshooting steps.
• Identify whether issues are hardware, network, software, third-party or configuration related.
• Restore offline devices where possible within first-line capability.
• Escalate promptly to Tier 2 when an issue exceeds first-line resolution capability, with a full troubleshooting history attached.

• Provide clear, professional communication with clients at all times.
• Set clear timelines and expectations upfront.
• Confirm resolution with the client before closing a ticket you resolve directly.
• Ensure clients are never left chasing for an update during a first-contact interaction.

• Every ticket must include: a clear issue summary, the troubleshooting steps taken, the identified root cause (where determinable), the resolution or escalation action taken, and confirmation of client communication.

• Maintain accurate, up-to-date calendar visibility of queue availability and any planned time away from the queue.
• Good calendar discipline supports transparency and accountability across the support team.

• Manage Engine - primary ticketing system for logging, tracking, and managing all support requests (subject to change).
• CMS (Central Management System) - device monitoring and connectivity status updates across all client environments.
• Arcus / Arcus HD (To be introduced)
• 3CX - telephony platform for handling incoming support calls and managing queue activity.
• Client Portals
• Additional internal systems and client portals may be introduced as required.

• Technically confident and comfortable troubleshooting the hardware the company sells, remotely and without on-site assistance.
• Solid understanding of networking fundamentals, i.e. connectivity, routers, switches, and IP behaviour.
• Ability to diagnose device offline scenarios efficiently and systematically.
• Ability to distinguish between hardware, network, software, third-party and configuration failure patterns.
• Ability to guide non-technical store staff through troubleshooting steps clearly and patiently.
• Experience with help desk or technical support environments, remote support tools, digital signage systems, media players, or Manage Engine is advantageous but not required.
• Strong ownership mindset - you take full responsibility for every contact and see it through to resolution or a clean handover.
• Attention to detail - accuracy in tickets and CMS records is non-negotiable.
• Clear communication skills - with clients, colleagues, and within all documentation.
• Professional client engagement - always polite, responsive, and solution-focused.
• Composure under pressure - calm and methodical when call volume is high or multiple issues arise at once.
• Effective prioritisation - understands urgency and manages queue time accordingly.
• Team collaboration