Technical Call Centre Support Agent

Purpose of the Role 

The Support Call Centre Agent is responsible for delivering first-line technical and customer support by managing inbound calls and customer emails, resolving queries and complaints, and maintaining a high standard of service delivery. The role includes troubleshooting issues, documenting interactions, escalating complex cases where necessary, and providing product-related assistance to both internal teams and external customers.

Key Responsibilities

Customer Support

• Handle incoming customer calls and emails professionally and timeously.
• Manage, investigate, and resolve customer queries and complaints.
• Identify issues requiring escalation and refer them to the Technical Support Manager as needed.
• Provide accurate and up-to-date product and service information to customers.
• Research and source required information using internal systems and resources.
• Diagnose, investigate, and resolve customer issues using relevant software and tools.
• Log, process, and monitor support tickets for all calls and queries received.
• Route calls and escalate issues to appropriate internal teams when required.
• Maintain accurate records and documentation in line with standard operating procedures.
• Identify, document, and escalate recurring or trending customer issues to management and the customer call team.
• Conduct follow-up communication to ensure full resolution of customer issues.
• Identify upselling opportunities and forward qualified leads to the National Sales Manager.
• Complete all call logs, reports, and administrative tasks as required.
• Perform additional duties as assigned by the Technical Support Manager.

Product Support

• Provide technical support for all company products and services.
• Educate prospective and existing customers, as well as internal technical staff, on product features and functionality.
• Develop and maintain specialist knowledge of the full product and service offering.
• Deliver counter support and on-site assistance when required.
• Provide call centre support and technical assistance to internal and external stakeholders.

Key Performance Areas

• Remote technical support via telephone and digital platforms.
• Over-the-counter technical support when required.

*Please note this job description is not exhaustive nor limited to the details contained within*

Essential Qualification

• Matric / Grade 12 (essential).
• Relevant technical qualification or certification (advantageous).

Experience and Competencies

• Minimum of 3-5 years’ experience in a call centre, customer support, or technical support environment.
• Basic to intermediate technical knowledge relevant to the company’s products and services.
• Computer literate with experience in CRM systems, ticketing systems, Microsoft Office, SQL, and Excel.
• Ability to work standby duties and handle high call volumes were required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Problem-solving and analytical thinking ability.
• Ability to troubleshoot and resolve technical issues efficiently.
• Attention to detail with strong documentation skills.
• Ability to prioritize tasks and manage time effectively.
• Ability to work independently and as part of a team.
• Professional, calm, and resilient under pressure.
• Willingness to learn and stay updated on products and systems.
• Sales awareness and the ability to identify upselling opportunities (advantageous).

*This role is aligned with Employment Equity requirements.