Customer Support Agent - Tier 1

Our client, a leading technology solutions provider, is seeking a motivated and customer-oriented Customer Support Agent (Tier
1) to join their team based in East London, Eastern Cape . This role is the frontline of customer interaction, responsible for providing initial support, answering inquiries, and resolving basic technical and service-related issues. The ideal candidate possesses excellent communication skills, a friendly disposition, and a willingness to learn. This hybrid role offers a blend of on-site and remote work, promoting a flexible and productive working environment.

• Respond promptly and courteously to customer inquiries via phone, email, and chat.
• Provide first-level technical support and troubleshooting for common issues.
• Guide customers through product features, service functionalities, and basic problem resolution.
• Accurately document customer interactions, issues, and resolutions in the support system.
• Identify customer needs and help customers use specific features or services.
• Escalate complex or unresolved issues to Tier 2 support or relevant departments.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Maintain a high level of customer satisfaction by delivering timely and effective support.
• Follow established communication protocols and company guidelines.
• Assist with basic account management tasks as needed.

• High school diploma or equivalent qualification.
• Previous customer service or support experience is preferred but not essential; comprehensive training will be provided.
• Excellent verbal and written communication skills.
• Strong listening skills and the ability to empathize with customers.
• Basic computer proficiency and familiarity with common software applications.
• Ability to learn new systems and processes quickly.
• A positive attitude and a strong desire to help customers.
• Ability to work effectively in a team environment and adapt to changing priorities.
• Availability to work flexible shifts as required for a hybrid model.

• Comprehensive paid training program.
• Competitive starting salary with potential for performance increases.
• Medical aid and retirement fund options.
• Hybrid work model offering work-life balance.
• Opportunities for career growth within the tech support field.
• A supportive and dynamic team environment.
• Paid annual leave.