Technical Support Agent/Analyst L1

Technical Support Specialist (100% Remote - Cape Town) Our client is looking for a Technical Support Specialist to join their team remotely within Cape Town. In this role, you'll play a key part in delivering world-class support, resolving customer issues, and collaborating closely with the client's product development teams. This position offers a salary of R27,000 per month. Job Summary: As a Technical Support Specialist, you will be responsible for providing top-tier customer support, troubleshooting, and collaborating with cross-functional teams. Your expertise in identifying root causes and resolving software-related issues will be crucial to ensuring the client’s customers have a seamless experience. You will work fully remotely during standard Cape Town working hours and handle a variety of customer queries in a fast-paced, technology-driven environment. Working Hours: Monday - Friday - 5am to 2pm. Responsibilities: - Handle incoming customer requests by triaging, documenting, and ensuring timely resolution of issues. - Identify and reproduce technical issues for the client’s product development teams, including occasional weekend on-call duties. - Act as a brand ambassador by providing considerate and personalized responses to customer inquiries. - Test new features, report bugs, and surface customer feedback to improve the product. - Maintain and enhance the customer support knowledge base by creating helpful documentation. - Stay updated on product changes and updates to deliver accurate support. Qualifications/Requirements: - Minimum of a Grade 12 (Matric) - Minimum of 2 years of experience in customer support, ideally in a software or tech-focused role. - Fluent in English, with strong written and verbal communication skills. - Strong technical aptitude with the ability to troubleshoot software and hardware issues. - Problem-solving mindset with a focus on empathy, resourcefulness, and attention to detail. Skills: - Essential: Proficient in troubleshooting, excellent communication skills, ability to work independently, and handle high-pressure situations. - Preferred: Prior experience with a SaaS company, knowledge of CRM or ticketing systems, and experience working in remote teams. Growth and Support: The client’s company values learning and professional development. You'll have opportunities to work with cutting-edge technology, receive continuous training, and collaborate with global teams. They encourage ownership, proactivity, and creativity in problem-solving, ensuring you grow with them. Benefits: - Competitive salary of R27,000 per month. - Fully remote role, giving you the flexibility to work from the comfort of your home. - Be part of a supportive, diverse, and innovative team focused on enhancing global trade through AI-driven technology.

Location: Cape Town City Centre, ZA

Posted Date: 11/10/2024