Job Description

We are seeking a highly motivated and skilled

Technical Support Technician

to join our team on a

strictly night shift

schedule. As a key member of our support team, you will provide troubleshooting assistance, resolve technical issues, and deliver exceptional customer service. This is a night shift position, so flexibility and commitment to working overnight hours is essential.

Key Responsibilities

Platform Expertise:

Develop proficiency as a

Subject Matter Expert

in platform and network troubleshooting, providing

intermediate to advanced VoIP technical support

.

Customer Support:

Assist clients via phone, email, and chat to resolve issues and answer queries effectively.

Issue Identification & Resolution:

Proactively identify and resolve platform and network issues, escalating complex cases to higher-tier teams with thorough documentation.

Recreate Environments:

Replicate customer environments in lab servers to accurately reproduce and resolve technical issues.

Best Practices & Recommendations:

Compare customer settings with platform best practices and provide suggestions for necessary adjustments.

System Updates:

Offer step-by-step guidance for system updates and configuration changes to ensure customer satisfaction.

Performance Monitoring:

Regularly monitor and troubleshoot system performance to enhance reliability.

RequirementsExperience:

2-3 years in a

customer service or call center role

, preferably in the

Telecom

or

IT

industry.

Technical Proficiency:

Highly Preferred

: Experience using

Linux CLI

for troubleshooting and database management.

Preferred

: Knowledge of

VoIP protocols

and configurations (IP phones, ATA adapters, softphones).

Preferred

: Basic understanding of

networking

and troubleshooting.

Certifications (Plus):

Relevant certifications such as

CCNA

,

CCNP

,

JNCIA

,

JNCIP

are a plus.

Core Competencies and Qualifications:

Excellent communication skills with a strong customer-focused mindset. Exceptional

problem-solving

and

troubleshooting

abilities. Detail-oriented with the ability to accurately document technical issues. Ability to multitask, prioritize, and work in a fast-paced environment. Self-driven and resourceful, with the ability to work both independently and in a team setting. Proven track record of following workflows and contributing to continuous improvement.

Work Schedule

Must be able to work varying shifts to ensure

24/7 availability

for global customer support.
Job Type: Full-time

Pay: R18000,00 - R20000,00 per month

Ability to commute/relocate:

Somerset West, Western Cape 7130: Reliably commute or planning to relocate before starting work (Required)
Experience:

VoIP: 3 years (Required) Linux: 3 years (Required)
Work Location: In person