Technical Support Agent

Overview

A leading organisation is seeking a Technical Support Agent to join their Technical Support Department. The ideal candidate will have previous technical contact centre experience and the ability to troubleshoot technical issues efficiently while delivering excellent customer service. This role requires a proactive, adaptable, and results-oriented individual.

• Manage customer faults and queries effectively via the CRM system to minimise downtime.

• Apply technical knowledge when troubleshooting system faults and customer queries.

• Utilise the National Central Electronic Monitoring System (NCEMS) to perform tasks and resolve technical issues.

• Maintain high levels of customer service by adhering to contact centre SLA’s and KPIs.

• Ensure timely player dispute resolution in line with procedures.

• Comply with internal and external policies, procedures, and regulations from all relevant authorities.

• Grade 12 (Matric) certificate required.

• Previous technical troubleshooting experience.

• Call or contact centre experience essential.

• English proficiency; additional languages advantageous.

• Results-focused with strong planning and organisational abilities.

• Ability to multi-task using multiple systems and contact centre applications simultaneously.

• Adaptable, proactive, innovative, and able to work under pressure.

• Strong verbal and written communication skills (English).

• Effective interpersonal skills for building customer loyalty, managing conflict, negotiating, and gaining commitment.

• Team player with follow-up and goal-achievement capabilities.

• Willingness to work shifts.