Job Description

Job Advert Summary

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

Minimum Requirements

Grade 12 (Matric) Good command of English (verbal and written) Excellent communication skills with clients and internal teams Strong decision-making and problem-solving abilities Good organizational and time management skills Ability to work well under pressure and adapt to change High level of discretion and trustworthiness Strong attention to detail Proficient in Microsoft Office Suite and internal company systems Sound understanding of Optix products and services

Duties & Responsibilities

In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.



Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.



Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.



Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.



Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.



Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation. Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.



Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.



* Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.