Customer Service Representative - Technical

About the Role

Our client is seeking a highly motivated Customer Service Representative with a technical aptitude to join their remote team, servicing clients in Mossel Bay and beyond. This role involves providing first-line technical support and resolving customer inquiries related to our client’s products and services. You will be essential in maintaining high levels of customer satisfaction through efficient and effective problem-solving. As a fully remote position, you will have the flexibility to work from home while collaborating with a distributed team. This opportunity is perfect for an individual who enjoys helping others and possesses strong technical troubleshooting skills.

Key Responsibilities

• Handle incoming customer queries via phone, email, and chat, focusing on technical issues.
• Troubleshoot and diagnose common technical problems with software and hardware.
• Guide customers through step-by-step solutions for product usage and problem resolution.
• Escalate unresolved technical issues to specialized support teams with detailed information.
• Maintain accurate customer interaction logs and update support tickets.
• Provide feedback on common customer issues to improve product documentation and user experience.

Requirements

• Previous experience in a customer service or technical support role.
• Strong understanding of common computer hardware and software troubleshooting techniques.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and customer relationship management (CRM) software.
• Must have a reliable internet connection and a dedicated home workspace for remote operations.

Benefits

• Competitive salary paid annually.
• Comprehensive health, dental, and vision insurance.
• Remote work flexibility, allowing you to work from anywhere.
• Paid time off and company holidays.
• Opportunities for ongoing training in technical support and customer service best practices.

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