Technical Support Specialist

3 days ago

Cape Town, Western Cape, South Africa Outsource X Full time


Job Description:

Technical Support (Tier 1) VoIP Solutions

Location: Somerset West

Department: Customer Support

Position Type: Permanent

Schedule: Rotating Shifts (24/7 availability)

Role Overview

A customer-focused technical support role serving as the first point of contact for users of a VoIP software platform. Responsibilities include troubleshooting, resolving technical issues, and delivering high-quality support via phone, email, and chat.

Key Responsibilities
  • Provide Tier 1 technical support for VoIP systems.
  • Troubleshoot platform and network performance issues.
  • Recreate customer environments to test and resolve issues.
  • Assist with system updates, configuration, and performance monitoring.
  • Maintain clear communication with customers regarding issue status.
  • Collaborate with internal teams to improve processes and customer experience.
Required Experience & Skills
  • 2/3 years in customer service or call center, preferably in Telecom/IT.
  • Strong knowledge of network architecture and VoIP technologies.
  • Proficient in Linux CLI and database troubleshooting.
  • Familiar with IP phones, ATA adapters, softphones, and networking.
Preferred Certifications
  • CCNA, CCNP, JNCIA, JNCIP (not mandatory but advantageous)
Core Competencies
  • Clear and effective communication
  • Strong problem-solving and analytical skills
  • Detail-oriented and organized
  • Good time management in fast-paced environments
  • Proactive, self-driven, and a collaborative team player


Required Skills:

Chat
Effective Communication
Team Player
Customer Experience
Customer Support
Analytical Skills
Architecture
Availability
Networking
Technical Support
Linux
Troubleshooting
Email
Software
Time Management
Customer Service
Communication
Management


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