Customer Support Agent

2 weeks ago

Durban, South Africa The Faculty Full time

As a Customer Support Agent, you will be responsible for providing technical assistance and support to customers who are experiencing issues with software, hardware, or other technology products. You will serve as the primary point of contact for customers, helping them troubleshoot problems, answer questions, and resolve their technical issues. This role requires excellent communication skills, strong technical knowledge, and a customer-centric approach.

**Start date: Immediate upon hiring**

**Responsibilities**:

- Identify and diagnose technical issues reported by customers and offer appropriate solutions or workarounds.
- Guide customers through troubleshooting processes, step-by-step instructions, and configuration settings to resolve problems effectively.
- Escalate complex technical issues to higher-level support teams or developers while ensuring timely and accurate updates to customers.
- Maintain detailed and accurate records of customer interactions, inquiries, comments, and actions taken to provide proper documentation of support cases.
- Collaborate with cross-functional teams, including product management and engineering, to communicate customer feedback, identify product enhancements, and contribute to ongoing improvement initiatives.
- Stay up-to-date with product knowledge, technology trends, and best practices to deliver effective technical support and provide recommendations to customers.
- Provide exceptional customer service by being empathetic, patient, and understanding while effectively managing customer expectations.
- Strive to meet or exceed individual and team performance metrics, such as response time, resolution time, customer satisfaction, and quality of service.
- Continuously improve personal technical skills and knowledge through self-study, training programs, and staying informed about industry advancements.

**Requirements**:

- Proven experience in a customer support or technical support role, preferably in a technology-related field.
- Strong knowledge of computer hardware, software, operating systems, and networking concepts.
- Familiarity with troubleshooting techniques and remote support tools.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical individuals.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues effectively.
- Ability to work under pressure and handle multiple customer inquiries simultaneously.
- Patience, empathy, and a customer-centric mindset to deliver exceptional customer service.
- Proficiency in using customer support software, ticketing systems, and CRM tools.
- Flexibility to work in shifts, including evenings, weekends, and holidays, if required.
- A bachelor's degree in computer science, information technology, or a related field is preferred but not mandatory.

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