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