Support Agent

4 months ago

Johannesburg, South Africa Sage Full time

The role is designed to empower our Sage 50C Accounting customers by delivering exceptional support. You’ll dive into the heart of our customers’ challenges, helping them clarify their issues, and systematically uncover the root causes through insightful analysis. Your mission? To find and evaluate solutions that not only resolve their concerns but do so with mínimal disruption to their live environments.
As a Customer Services Agent, you'll be at the forefront, making decisive calls that ensure smooth, uninterrupted customer operations. Beyond direct customer interactions, you’ll also become a trusted resource, providing expert guidance to our advisors, partners, and alliances on a variety of technical issues related to our product. Join us, and play a key role in ensuring our customers’ success while shaping the future of support in the industry.

**Key Responsibilities**

Key Accountabilities and Decision Ownership:
Expertise and Escalation Management: Serve as the go-to expert for resolving complex product issues, providing invaluable support not just to customers but to our entire network of stakeholders.
Proactive Communication: Keep our Customer Support teams in the loop with timely updates on product developments, software releases, and bug fixes—ensuring they’re always a step ahead.
Root Cause Analysis: Dive deep into customer issues, using advanced system analysis and testing techniques to crack the code on the most intricate software or system challenges.
Trend Monitoring and Customer Education: Stay on top of trending customer issues, and turn insights into proactive communication and educational resources that empower our customers.
Digital Transformation Contribution: Play a crucial role in our Digital Transformation journey by driving efficiencies and enhancing quality across our online platforms.
Bug and Enhancement Management: Take charge of logging software bugs and product enhancement requests, ensuring swift and effective resolution.
Collaborative Teamwork: Work seamlessly with internal and external stakeholders, fostering a collaborative environment where solutions are found and implemented swiftly.
Workload Prioritization: Adapt to shifting resources and priorities, managing your time and tasks to deliver the best possible outcomes for our customers, team, and organization.
Project Participation: Dive into internal projects that enhance our product, develop training, capture knowledge, and elevate the customer service experience across the department.
Knowledge Gap Identification: Spot and address knowledge gaps by collaborating with line managers and training facilitators to keep our team sharp and informed.
Adaptability: Be ready to flex and support other products within Customer Support as demand dictates, showcasing your versatility.
Client Understanding: Develop a deep understanding of each client’s unique requirements to tailor your support effectively.
Accurate Logging: Keep precise records of each customer interaction in our CRM, ensuring a smooth and traceable resolution process.
Team Efficiency: Manage your availability and time measurements within set benchmarks to optimize team capacity and performance.
Customer Feedback: Encourage customers to share their experiences through after-call surveys, using their feedback to fuel continuous improvement.
Continuous Growth: Expand your product knowledge and customer service skills, constantly pushing the envelope in delivering exceptional support.
Policy Adherence: Follow internal policies and procedures to ensure consistency and reliability in your support.

Skills, Know-How, and Experience:
Essential:
Sage 50C Accounting Certification: Be the expert with a certification that backs your deep understanding of the product.
Support Platform Mastery: Demonstrate a strong grasp of support platforms and the customer experience, ensuring top-tier service delivery.
Exceptional Communication Skills: Write and speak with clarity, precision, and professionalism, making complex issues understandable for all.
Self-Management: Adhere to a structured work schedule while efficiently managing your workload independently.
Technical Problem-Solving: Show off your ability to identify, investigate, and resolve technical queries with ease.
Probing and Listening: Employ strong problem-solving and troubleshooting skills, actively listening, asking probing questions, and simplifying complex processes.
Customer Interaction: Navigate difficult conversations with finesse, ensuring a positive experience for the customer, even under challenging circumstances.
Escalation Protocols: Follow escalation protocols within Customer Support to ensure issues are handled at the right level.
Independent Work: Manage uncertainty effectively, working autonomously with confidence.

Technical Competencies:
Industry Experience: While not required, industry experience will give you a valuable edge.
Communication Skills: Excel in both written and verbal communicat

  • Contact Centre Support Agent

    2 days ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    Are you an experienced contact centre support agent looking for a new challenge? Isilumko Staffing (JHB) has a temporary job opening for a Contact Centre Support Agent in Centurion, Johannesburg.This role is perfect for individuals who can work well under pressure and have excellent communication skills.Key responsibilities include:Providing exceptional...

  • Customer Support Agent

    3 months ago

    Johannesburg, South Africa Paymentology Full time

    Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team, and experience to rapidly issue and process Mastercard, Visa, and UnionPay cards across more than 50 countries, at scale. Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence, and richer,...

  • Customer Support Agent

    6 months ago

    Johannesburg, South Africa Africa Trailers Full time

    We are your premier provider of innovative mobile trailers, refrigerators, kitchens, and classrooms designed to meet Manufactured Trailer needs for South Africa. We are currently looking for a Customer support agent to support our small team to provide support for the external sales team. Job purpose: - Resolve customer enquiries, concerns, and issues in a...

  • Sales Support Agent

    4 months ago

    Johannesburg, South Africa Innovation Advance Full time

    Seeking a Sales Support Agent for Our Esteemed Client in Fourways! Once upon a time, in the bustling heart of Fourways, Johannesburg, a dynamic company was on the lookout for a hero. Not just any hero, but a Sales Support Agent who could juggle tasks like a circus performer and generate quotes with the precision of a master chef.The Quest: Our client offers...

  • Sales Support Agent

    4 months ago

    Johannesburg, South Africa Innovation Advance Full time

    Seeking a Sales Support Agent for Our Esteemed Client in Fourways! Once upon a time, in the bustling heart of Fourways, Johannesburg, a dynamic company was on the lookout for a hero. Not just any hero, but a Sales Support Agent who could juggle tasks like a circus performer and generate quotes with the precision of a master chef.The Quest: Our client offers...

  • Agent: Broker Support

    6 months ago

    Johannesburg, South Africa Palesa Mbali Group Full time

    **Position**: Agent: Broker Support **Position Purpose**: To assist the Key Account Officers with the general administration, queries, presentations, stand in for KAO at the pay points etc. **Experience**: 1 - 2 years experience in the medical aid industry **Qualifications**: Matric **Generic Objectives**: Specific deliverables: Operating Model: -...

  • Senior Customer Support Agent

    4 weeks ago

    Johannesburg, South Africa Rentoza Full time

    Welcome to Rentoza! We're a South African company that's changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers. **The Role**: We are looking for a Senior Customer Support Agent to join our dynamic team and help deliver a world class digital...

  • SAP Business Support Agent

    6 months ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 48944 **Job Type** - Permanent **Job Title** - SAP Business Support Agent **Computer Skills** - MS Access,MS Excel,MS Explorer,SAP **Industry** - Human Resources **City** - Johannesburg (Incl. Northern Suburbs) **Province** - Gauteng- **Inherent Requirements** - Matric Degree or Diploma advantage 2 years related experience in SAP...

  • IT Technical Support Agent

    7 months ago

    Johannesburg North, South Africa OmTalent Full time

    OmTalent is looking for reliable, tech savvy and well spoken individuals to work as **an IT technical support agent** at our operations centre based in Woodmead, Sandton. You will be required to assist our clients with technical IT issues via the phone as well as on our backend systems. Problem-solving and technical skills are essential. You would be...

  • Technical Customer Support Agent

    7 months ago

    Johannesburg, South Africa Genesis Digital LLC Full time

    Genesis Digital, a fully remote SaaS company, wants empathetic, tech-savvy agents to provide technical support for our Customer Support department. Please note that **this role is for shift 1**, with a start time of 6:00 - 8:00 AM Pacific, M-F with the rotation of working one or two weekends out of the month. **For Romanian and South African applicants,...

  • Senior Customer Support Agent

    4 weeks ago

    Johannesburg, South Africa Rentoza Full time

    Welcome to Rentoza! We're a South African company that's changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers. The Role:We are looking for a Senior Customer Support Agent to join our dynamic team and help deliver a world class digital...

  • Customer Service Support Agent

    2 months ago

    Johannesburg, South Africa CipherWave Full time

    JOB PROFILE: Job Title: Customer Service Support Agent Organization: Zoom Online Department: Customer Service Reporting Structure: Call Centre Manager Salary: R30 000.00 pm Benefits: N/A Location: South Africa – Remote Job Type: Permanent Working Hours: Mountain Standard Time (GMT-7) Company Values: About Us: Zoom Online is an emerging internet...

  • Desktop Support Agent

    7 months ago

    Johannesburg, South Africa Performer Recruitment Full time

    Introduction Our client who is a MSP based in Rivonia is looking for a Desktop Support Agent. The Desktop Support Agent will be responsible for technical implementation activities which include installations, O365 licencing/provisioning, and PBX licence/extension assignments and renewal of all client domains for clients as required. This to ensure that end...

  • Agent - Customer Back Office Support

    8 months ago

    Johannesburg, South Africa MTN Nigeria Full time

    Operates within Customer Experience and Operations/CXO and is responsible for all MTN second line support across touchpoints that are related (but not limited to) MTN products & services, billing & account management, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical...

  • Agent - Customer Back Office Support

    8 months ago

    Johannesburg, South Africa MTN Nigeria Full time

    Operates within Customer Experience and Operations/CXO and is responsible for all MTN second line support across touchpoints that are related (but not limited to) MTN products & services, billing & account management, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical...

  • Customer IT Support Agent

    6 months ago

    Johannesburg, South Africa Isilumko Staffing Full time

    **Join Our Team as a Customer IT Support Agent/Front Desk Support!** Are you passionate about providing exceptional customer service while diving into the dynamic world of IT support? We're seeking a talented individual to join our team as a Customer IT Support Agent/Front Desk Support. If you have at least 2 years of experience in a related field, along...

  • Customer IT Support Agent

    7 months ago

    Johannesburg, South Africa Isilumko Staffing Full time

    **Join Our Team as a Customer IT Support Agent/Front Desk Support!**Are you passionate about providing exceptional customer service while diving into the dynamic world of IT support? We're seeking a talented individual to join our team as a Customer IT Support Agent/Front Desk Support. If you have at least 2 years of experience in a related field, along with...

  • Installation Support

    7 months ago

    Johannesburg, South Africa Energy at Work Projects Full time

    **Join Our Client's Team as an Installation Support (Scheduling) Agent!** Are you ready to be a vital part of a dynamic team where your organizational skills and customer service expertise will shine? We're looking for an Installation Support (Scheduling) Agent to join our client's growing family! They're not just about products; they're about experiences....

  • 1st Line Support Agent

    6 months ago

    Johannesburg, South Africa Edge Executive Search Full time

    A Telecoms company in Johannesburg North specialising as an Internet Service provider is recruiting a 1st Line support agent / Field Technician. **Requirements**: - Troubleshoot technical issues relating to Data, VOIP, Firewalling - Create and manage support tickets to ensure matters are attended to promptly - Guide clients through troubleshooting steps...

  • Support Agent

    6 months ago

    Johannesburg, South Africa Sage Full time

    Sage is a rapidly growing technology company that values innovation, creativity, and diversity. We pride ourselves on being at the forefront of cutting-edge technology and providing our customers with exceptional service. Our success is built on our people and we believe that our employees are our greatest asset. We are looking for aspiring Customer Services...