Job Description
About the Role
The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution for customers experiencing issues with their internet connectivity, emails, routers, network related queries pertaining to various hardware, and occasionally VOIP (Voice over IP). The role requires a strong ability to work independently and collaboratively as part of a team.
Key Responsibilities
- Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route This.
- Support 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 client’s ticketing system.
- Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
- Consistently monitor Microsoft Teams and WhatsApp for messages.
Requirements
- Analytical thinking
- Ability to work independently
- Customer service skills or great interpersonal skills
- Problem-solving and time management skills
- Technical aptitude
- Good communication skills (written and verbal)
- Basic understanding of PC hardware setup and configuration will be advantageous
Qualifications
- Grade 12 / Senior Certificate
- N & A certification (beneficial)
- Additional ICT qualification (including MTCNA), CCNA advantageous
Salary & Benefits
Not specified.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Cape Town Region
The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.
In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.
Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.
The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.
For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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