Technical Support Agent

Our client, What Jobs Direct, is seeking a skilled and proactive Technical Support Agent to join their expanding operations in
** Durban, Kwa Zulu-Natal**. This critical role involves providing first-line technical assistance and support to customers, ensuring that their technical issues are resolved efficiently and effectively. You will be instrumental in maintaining customer satisfaction by offering timely and accurate solutions, troubleshooting hardware and software problems, and guiding users through step-by-step solutions. This position offers an exciting opportunity to work with a diverse range of technical challenges in a supportive environment.

As part of a hybrid work model, you will benefit from the flexibility of working both remotely and from our
** Durban
* * office, fostering a modern and adaptable approach to work-life balance. We are looking for an individual with a strong technical aptitude and excellent communication skills, ready to contribute to our client's success in the
** Kwa Zulu-Natal
** region.

• Respond to technical support requests from customers via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for end-users.
• Guide customers through installation, configuration, and troubleshooting processes.
• Escalate unresolved issues to higher-level support technicians or relevant departments.
• Maintain accurate records of support requests, actions taken, and resolutions in the helpdesk system.
• Develop and update technical documentation, including FAQs and user guides.
• Provide feedback to the product development team on recurring technical issues and user feedback.
• Stay up-to-date with the latest technology trends and product updates relevant to the company’s offerings.
• Assist in the setup and maintenance of technical support equipment.
• Ensure customer satisfaction by providing prompt, reliable, and friendly technical assistance.

• Minimum of 2 years of experience in a technical support role.
• Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
• Experience with remote support tools and methodologies.
• Excellent problem-solving and diagnostic skills.
• Clear and concise communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.
• Experience working in a hybrid remote/office setting is preferred.
• Customer-focused mindset with a patient and helpful demeanor.
• High school diploma or equivalent; IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Familiarity with the
  ** Durban
  * * business environment and tech landscape is an advantage.

• Competitive annual salary of R .
• Medical aid benefits.
• Pension fund contributions.
• Flexible hybrid working arrangement.
• Opportunities for professional development and IT certifications.
• Access to modern facilities in
  ** Durban**.
• Paid leave and holidays.
• Supportive team culture.