Customer Support Agent

1 week ago

Johannesburg, South Africa Workwize Full time

**Do you want to make a real impact and help companies around the world improve remote working for their teams?**

Are you a problem-solver with a passion for delivering excellent service? Do you enjoy improving processes and working closely with a supportive team? If so, the Customer Support Agent role at Workwize is the perfect fit

**About**Workwize**

We're revolutionizing how businesses support their global teams.
The rise of remote work has unlocked global talent, but also created logístical challenges in managing IT equipment, shipping, storage, and retrieval.
Our SaaS platform, integrated with global suppliers and warehouses, automates the entire hardware lifecycle for distributed teams. We currently serve over 25,000 users and manage 100,000+ devices across more than 100 countries.

**Your Role**

As a Customer Support Agent, you'll play a key role in ensuring users and clients receive fast, clear, and helpful responses. You'll work in a structured, knowledge-driven support environment, following established procedures and workflows. Your responsibilities will include:

- Managing ticket workflows using tools like Order Tool, Retool, and Airtable
- Provide resolutions within our SLAs
- Escalating issues clearly using defined internal workflows (e.g. bug tickets, product questions, delivery problems)
- Collaborating with your squad (Delivery or Retrievals) and aligning closely with internal teams
- Using and improving the internal knowledge base by flagging outdated or missing procedures
- Suggesting new macros, improvements, or automation ideas to boost support efficiency
- Participate in internal testing of new workflows, macros, or processes

**Who You Are**
- Empathetic, service-minded, and calm under pressure
- Structured and process-oriented, with strong attention to detail
- Proactive, curious, and comfortable working independently in a remote team
- A clear communicator who's not afraid to ask questions or suggest improvements
- Eager to learn and grow in a dynamic, high-growth environment

**What You Bring**
- 4+ years of experience in a customer support or service role
- Fluent written and spoken English
- Comfortable learning and navigating multiple platforms
- Experience with Zendesk is a plus
- Strong skills in ticket escalation, de-escalation, and handling complex or multi-stakeholder cases
- Confidence in supporting peers and suggesting process improvements

**Bonus Skills (Not Required)**
- Familiarity with IT hardware lifecycles, logistics, or warehousing
- Prior work in a **fast-growing startup or scale-up**

**What We Offer**
- A role in a growing, mission-driven, and international team
- Flexibility to work remotely from anywhere within your time zone
- A full work setup with all necessary tools provided
- A collaborative team culture that values transparency and ownership

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