Technical Support Agent

Technical support in a world-class BPO is not reading from a troubleshooting tree. It is understanding the product deeply enough to diagnose what is actually wrong and fix it. What You Will Do: • Handle inbound technical support calls for connectivity, device, and software-related faults • Conduct structured diagnostic processes to identify root cause before recommending resolution • Walk customers through technical configurations in plain, accessible language • Use remote access tools with explicit customer consent to resolve device-level issues • Accurately log all faults, diagnostic steps, and resolutions in the ticketing system • Escalate to second-line technical teams when issues exceed first-line resolution capability • Manage open tickets to SLA target with proactive customer updates What You Bring: • Matric / Grade 12 (essential) • Minimum 1 year first-line technical support experience in an ISP, mobile, or SaaS environment • Solid understanding of TCP/IP networking, Wi-Fi troubleshooting, and router configuration • Ability to explain complex technical issues in simple language Advantageous: CompTIA A+ or Network+; experience on JIRA or ServiceNow; fibre ISP environment exposure What We Offer: • R10,500 – R14,000 per month (experience dependent) • Technical certification support programme • Clear progression to Second-Line Technical Specialist and Technical Team Leader • ShiftMate Verified Assessment required — BPO Layer 1 Screener + Layer 2 Technical Support Knowledge Verification