Platform Support Specialist

Job InformationDate Opened 27/10/2025Job Type Full timeIndustry Software DevelopmentWork Experience 2 yearsEducation Level Grade 12 or equivalentCity Cape TownProvince Western CapeCountry South AfricaPostal Code 7405Job DescriptionOctotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Town's largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over homes and businesses in Cape Town. We offer a choice of services from over 65 of the country's leading Internet Service Providers.Role OverviewThe Platform Support Specialist provides day-to-day technical and user support for Octotel's internal platforms.This role focuses on first-line troubleshooting, user enablement, and system stability, ensuring smooth operations and minimal disruption to business functions.The position acts as a link between customers, internal users and developers, capturing issues clearly and escalating only when necessary to reduce pressure on the development team.Key ResponsibilitiesUser & System SupportAct as the first point of contact for internal platform issues and bugs, including troubleshooting and resolution.Provide dedicated support for the Customer Portal, ensuring a consistent user experience.Log, monitor, and track issues or requests using internal tools (e.g. JIRA, Trello or ticketing systems).Escalate complex issues to developers with detailed context and reproduction steps.Onboarding & Access ControlOnboard new users to internal platforms and manage user access, permissions, and role configurations.Support onboarding of new customers to relevant portals when required.Process Maintenance & DocumentationMaintain up-to-date platform documentation, troubleshooting guides, and FAQs.Assist internal teams to document requirements of a new feature request or changes to platformIdentify recurring issues and propose process or training improvements.Training & Knowledge SharingProvide basic user training sessions or workshops on platform use and updates.Assist in preparing internal release notes or communication when new features are deployed.Collaboration & CommunicationServe as the liaison between operations staff and developers to ensure accurate information flow.Communicate clearly with both technical and non-technical stakeholders regarding issue status and outcomes.Share user feedback and insights with the Project Manager to support future platform improvements.RequirementsStrong working knowledge of web-based portals and CRM systems.Solid understanding of support processes, including ticketing, escalation, and resolution workflows.2–4 years' experience in technical support, platform administration, or IT operations.Proficient in troubleshooting application and user issues across multiple platforms.Experience with Trello, Zoho, or similar support tracking tools (advantageous).Excellent problem-solving, communication, and documentation skills.Ability to work independently, manage multiple priorities, and remain detail oriented.Experience working on PortalExperience working on Periscope and related order managementExtensive knowledge and experience on Trello and internal workflowsMatric Certificate (Grade 12).Tertiary qualification or certification in IT, Information Systems, or related field (advantage).Prior experience supporting internal platforms in a project-driven environment.Exposure to CRM, educational, or content management platforms.Basic understanding of web technologies or database systems (beneficial).Key Success IndicatorsAverage response and resolution times for user requests.Reduction in developer escalations over time.User satisfaction and feedback scores.Accuracy and completeness of support documentation.BenefitsMedical Aid company contributionMedical Insurance Company ContributionCorporate Gap Cover ratesDiscounted Internet ConnectivityFree Barista prepared coffee, breakfasts and snacks.Employee Wellness Programme (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.Exposure to latest industry technologies and standardsLastly, a work environment that rivals the very bestIf you haven't heard from us within 2 weeks after your application, please consider your application unsuccessful.check(event) ; career-website-detail-template-2 => ,meta)" mousedown="lyte-button => check(event)" final- final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">