Customer Support Representative, Tier 1

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Deliver front-line technical assistance for various products and platforms.

• Diagnose and resolve issues related to hardware, software, and operating systems.

• Support customers with inquiries regarding orders, shipments, appointments, returns, RMAs, and warranty questions.

• Assist customers through phone, email, and chat channels.

• Analyze problems, adhere to established troubleshooting methods, and offer effective solutions.

• Record customer interactions, troubleshooting steps, and outcomes.

• Keep customers updated throughout the support process.

• Recognize issues that necessitate advanced technical support and escalate as needed.

• Collaborate closely with internal teams to resolve customer concerns.

• Handle multiple customer inquiries in a fast-paced support environment.

• Achieve established performance, quality, and customer satisfaction KPIs.

⛳️ Requirements

• A minimum of 2 years of experience in technical support.

• At least 3 years of experience in professional computer troubleshooting.

• Background in technical support, service desk, desktop support, or IT support.

• Strong hands-on troubleshooting abilities across hardware, software, operating systems, and business applications.

• Familiarity with Windows, ChromeOS, iOS, Android, macOS, and Microsoft Office.

• Experience with ticketing systems and remote support tools.

• Exceptional written and verbal communication skills in English.

• Capability to articulate technical issues clearly to non-technical customers.

• Strong analytical and problem-solving skills.

• Excellent organizational skills with the ability to prioritize multiple requests.

• Calm, professional demeanor with a customer-centric focus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive work environment.