Technical Support Agent

Recruiter:

Red Ember Recruitment

Job Ref:

ZR_2023_JOB

Date posted:

Wednesday, March 12, 2025

Location:

Cape Town, South Africa

Salary:

Marker related

SUMMARY:
Red Ember Recruitment is recruiting a Technical Support Agent for a company based in Stellenbosch.

POSITION INFO:

The Technical Support Agents provide friendly and efficient first-line support, as well as core advanced customer support through troubleshooting and timely first-call resolution.
Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network-related queries about various hardware (a wireless router or access point), and occasionally VOIP (Voice over IP).
Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, distant-desktop, route this, and e-mail) using ticketing and, route this and e-mail).
Calls that cannot be resolved are escalated appropriately.

First Line Customer Support:

Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, distant desktop, and route.
Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
Record support requests in the ticketing system.
Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
Providing updates at least hourly or daily as necessary.
Consistently monitor Microsoft Teams and WhatsApp for messages.

Troubleshooting, Problem-Solving and Monitoring:

Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
Make use of troubleshooting tools such as tracers, ping, bandwidth test, and Route This.
Monitoring of Network using Dude and Zabbix.
Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer Support Excellence:

Provide efficient first-call resolution across various communication channels.
Address technical issues promptly, ensuring updates and follow-ups as necessary.

Technical Problem-Solving:

Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

Team Collaboration and Knowledge Sharing:

Support team operations by managing ticket backlogs and contributing to internal documentation.
Share industry knowledge and technical advancements with the team to improve overall support quality.

Operational Efficiency:

Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

Adherence to Standards:

Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
Participate in team meetings and contribute to continuous process improvements.

Requirements:

Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.
Grade 12/Senior Certificate.
N+ & A+ certification.
Additional ICT qualifications (including MTCNA), (CCNA) are advantageous.
Networking, ICT, and Telecommunications technology and industry knowledge.
Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
Knowledge of Mikrotik, Cambium, Ubiquiti Totolink, and TP-Link hardware.
Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
Troubleshooting skills in a networking environment.
Advanced understanding of PC hardware setup and configuration advantageous
Layer 2 switching knowledge/ability is advantageous.
Proficient in English (written and verbal), second language preferable.
Work independently, including remotely (when required).
Willing and able to work shifts, including evenings and weekends.
Work under pressure and according to specific call resolution targets.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

German-Speaking Technical Support Agent – Cape Town
Location: Cape Town
Salary:
25 days ago

Technical Support Role
Location: Cape Town
Salary:
Job description:We’re looking for technical support agent to join our dynamic support team. In this role, you’ll provide frontline support for hardware and software issues, primarily related to POS (Point of Sale) systems, while using CRM to manage customer queries.
4 days ago

Technical Support Technician
Location: Paarl
Salary: R10 000.00 Monthly
Job Description:We are seeking a technical support and Installation Technician based in Paarl to join our dynamic team. The ideal candidate will provide excellent customer service, perform broadband installations and ensure all technical systems run smoothly and efficiently.
23 days ago

Head of Design
Location: Cape Town
Salary:
2 days ago

Junior IT Helpdesk Agent
Location: Cape Town
Salary:
Our client, a dynamic and growing IT company based in Cape Town CBD requires a motivated, energetic Junior IT Help Desk agent to be the first point of contact for their clients, who will assist with troubleshooting, remote support, and on-site callouts. The incumbent will provide first-line technical support across the MSP ticket queue, assisting SLA Account Managers by resolving routine and lower...
6 days ago

Customer Care Agent (Hardware / Software)
Location: Stellenbosch
Salary:
Techno Park, Stellenbosch. My client is a world leader in the development of specialised electronic equipment used in sports. They are seeking to employ a Customer Care agent.As a Customer Care agent, you will be the first line of support services for their company. Your purpose as a Customer Care agent will be to assist clients with diagnosing, troubleshooting and resolving any issues they ...
11 days ago

Customer Service Specialist
Location: Cape Town
Salary:
17 days ago

German-Speaking Operations Agent – Cape Town
Location: Cape Town
Salary:
24 days ago

Product and Manufacturing Engineering Executive
Location: Cape Town
Salary: R1 500 000 Annually
ð Product and Manufacturing Engineering Executiveð Cape Town, South Africað° Salary: R1.5 million per annum (CTC)Lead. Innovate. Transform Manufacturing Excellence.We are seeking a dynamic and visionary Product & Manufacturing Engineering Executive to join our leadership team in Cape Town. This is a high-impact role for an experienced engineering leader ready to drive operational excel...
25 days ago

Dialer Manager
Location: Cape Town
Salary:
Job Title: Dialler ManagerLocation: South Africa (with international oversight of UK and Netherlands operations)Role OverviewThe Dialler Manager is responsible for managing and optimising the outbound and inbound dialler systems across multi-site contact centre operations in South Africa, the UK, and the Netherlands. This role ensures that dialling strategies, campaign configurations, and rea...
26 days ago

Technical Support Agent

Similar jobs you might be interested in:

Jobseekers

Recruiter

General