Technical Support Agent

Our client, a leading provider of IT solutions, is seeking a skilled and dedicated Technical Support Agent to join their customer service division in Nelspruit, Mpumalanga . This role is integral to ensuring our client's customers receive timely and effective technical assistance for their software and hardware needs. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for technology.

This hybrid position offers the benefit of working both in the office and remotely, providing flexibility while maintaining team collaboration and access to resources.

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Guide customers through step-by-step solutions for common technical problems.
• Install, configure, and maintain computer hardware and software as required.
• Log all support interactions, resolutions, and customer feedback in the ticketing system.
• Escalate unresolved issues to senior technical staff or specialized teams.
• Assist in creating and updating technical documentation and knowledge base articles.
• Monitor customer support channels for incoming requests and ensure timely responses.
• Identify trends in technical issues and report them to the relevant teams for product improvement.
• Maintain a high level of customer satisfaction through professional and efficient support.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with basic networking concepts and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using helpdesk software and remote support tools.
• Ability to work independently and manage time effectively in a hybrid environment.
• High school diploma or equivalent; a technical certification (e.g., CompTIA A+) is a plus.
• Customer-focused approach with a strong desire to resolve issues.
• Adaptability and willingness to learn new technologies.

• Competitive salary with potential for performance-based incentives.
• Comprehensive medical and dental coverage.
• Hybrid work model providing flexibility.
• Ongoing training and opportunities for professional development.
• Access to cutting-edge IT equipment and software.
• A collaborative and supportive team atmosphere.
• Paid time off and company holidays.
• Retirement savings plan.