Knowledge and abilities:

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

Key Responsibilities:

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

 Boxes to tick:Â

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