Job Description

We are looking for a reliable and customer-focused

Level 1 IT Call Centre Agent

to join our

night shift

support team. This role is ideal for individuals with

strong communication skills, solid computer literacy

, and a passion for helping others with technical queries. As the first point of contact, you will provide initial troubleshooting and ensure customers receive timely assistance or escalation to the appropriate support tier.

Candidates need to have reliable transport (preferably their own vehicle) and must be able to work night-shift hours in Johannesburg Central.

Key Responsibilities

First-Level Support:

Handle incoming calls, emails, and chat messages from customers experiencing basic technical issues.

Troubleshooting:

Guide users through simple troubleshooting steps and provide solutions for common technical problems.

Ticket

Creation:

Document customer issues and create support tickets, providing detailed information for escalation to Level 2 or Level 3 technicians when necessary.

Customer Information:

Gather and accurately record customer contact details and problem descriptions in a ticketing system.

Information Provision:

Answer customer questions about company information, services, and basic product use.

Communication:

Maintain professional and polite communication across different channels, including managing social media inquiries.

Documentation:

Keep accurate and detailed records of all customer interactions and issue resolutions in accordance with standard procedures.

Essential Skills

Customer Service:

A strong focus on providing exceptional service, empathy, and a willingness to help.

Communication:

Excellent verbal and written communication skills to explain technical issues clearly.

Problem-Solving:

The ability to understand customer issues and identify potential solutions.

Technical Literacy:

Basic computer knowledge and the ability to learn and use call center software and tools.

Patience:

The capacity to handle high volumes of inquiries and remain calm and helpful when dealing with frustrated customers.

Work Environment

Customer-Facing:

You will be the first point of contact for customers seeking technical assistance.

High Volume:

You will likely handle a large number of calls and inquiries on a daily basis. *

Team-Oriented:

You'll work as part of a support team, collaborating with other agents and escalating issues to specialized technicians.