Technical Support Speciliast

PURPOSE OF THE ROLE

The Technical Support Agent will provide high-quality technical support to customers as part of the campaign. The role involves resolving technical issues, guiding customers through troubleshooting steps, and ensuring a seamless customer experience.

This position is ideal for candidates with strong problem-solving skills, technical aptitude, and excellent communication abilities, who can deliver support with patience and professionalism.

RESPONSIBILITIES OF THE ROLE

• Responding to customer inquiries via voice, chat, and email regarding technical issues, products, or services


• Diagnoses, troubleshooting, and resolving technical problems efficiently


• Provide clear instructions to customers to resolve issues, including setup, configuration, and connectivity support


• Escalate complex technical issues to higher-level support teams as required


• Maintain accurate records of customer interactions, technical steps taken, and resolution outcomes in CRM systems


• Adhere to service-level agreements (SLAs), quality standards, and compliance requirements


• Collaborate with team members to share knowledge and improve resolution processes


• Identify recurring technical issues and provide feedback for continuous improvement


• Always ensure professional and empathetic customer experience

Requirements

QUALIFICATIONS/EDUCATION and EXPERIENCE:

• Matric or Equivalent qualification


• Minimum 1 years Customer Service or Call Centre Experience


• Previous Tech Support experience is advantageous.


• International Campaign experiences is advantageous


• Ability to work in UK hours and weekends.


• Reliable transport for late shifts

CORE SKILLS AND COMPETENCIES

• Excellent spoken English communication skills (clarity, tone, and pronunciation)


• Strong customer-centric mindset with a problem-solving approach


• Ability to manage multiple conversations efficiently


• High attention to detail and accuracy


• Strong time management and organizational skills


• Resilient, adaptable, and able to work under pressure


• Tech-savvy with the ability to learn new systems quickly

Benefits

• Competitive Salary


• Attendance bonus


• Performance-based Incentives


• Career progression and promotion opportunities


• Group Life Plan (Life Cover, Disability Benefit and Dread Disease and Funeral Cover)