Knowledge and abilities:

• Excellent verbal and written communication skills. 
• Strong organizational skills and attention to detail. 
• Proficient in Microsoft Office (Outlook, Word, Excel) and ticketing or CRM systems. 
• Ability to prioritize and handle multiple tasks simultaneously. 
• Comfortable working in a fast-paced environment. 
• A proactive and customer-focused mindset. 

Key Responsibilities:

• Receive and respond to client calls and emails regarding technical issues or inquiries. 
• Accurately log all client queries in the internal system with relevant details (contact info, nature of issue, urgency). 
• Assign and escalate tickets to the appropriate technical staff based on category and priority. 
• Monitor open tickets to ensure timely responses and resolutions, updating clients where necessary. 
• Maintain a clear and organized record of all communications and actions taken. 
• Liaise with technical staff to follow up on query status and ensure client expectations are met. 
• Assist in compiling weekly reports on support activity and unresolved issues. 
• Maintain a professional and empathetic communication style with clients at all times. 
• Provide administrative support to the technical department as needed.

 Boxes to tick: 

• Matric  
• Previous experience in a technical support or IT services environment. 
• 2+ years’ experience in an administrative or customer support role (preferably in a technical environment). 
• Familiarity with helpdesk or ticketing software