Job Description

We are looking for:

A technical administrator who will serve as the first point of contact for clients reaching out with technical queries. They will be responsible for accurately logging all incoming queries--via phone and email--into the ticketing or internal tracking system and ensuring these are appropriately assigned and followed up by the technical team. This role is critical in maintaining a smooth communication channel between clients and the technical department.

Knowledge and abilities:

Excellent verbal and written communication skills. Strong organizational skills and attention to detail. Proficient in Microsoft Office (Outlook, Word, Excel) and ticketing or CRM systems. Ability to prioritize and handle multiple tasks simultaneously. Comfortable working in a fast-paced environment. A proactive and customer-focused mindset.

Key Responsibilities:

Receive and respond to client calls and emails regarding technical issues or inquiries. Accurately log all client queries in the internal system with relevant details (contact info, nature of issue, urgency). Assign and escalate tickets to the appropriate technical staff based on category and priority. Monitor open tickets to ensure timely responses and resolutions, updating clients where necessary. Maintain a clear and organized record of all communications and actions taken. Liaise with technical staff to follow up on query status and ensure client expectations are met. Assist in compiling weekly reports on support activity and unresolved issues. Maintain a professional and empathetic communication style with clients at all times. Provide administrative support to the technical department as needed.

Boxes to tick:

Matric Previous experience in a technical support or IT services environment. 2+ years' experience in an administrative or customer support role (preferably in a technical environment). * Familiarity with helpdesk or ticketing software