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Technical Support Agent (Contact Center)

KeenCape Town, Western Cape, ZA

30+ days ago

Job type

Quick Apply

Job description

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About the Role

We’re hiring a Customer Service Agent to support a global client POS (point of sale) tech and delivery space. You'll play a critical frontline role helping their partners resolve technical issues, manage orders, and navigate integrated platforms.

This role is ideal for someone who thrives in high-pressure environments, learns quickly, and brings a calm, solution-oriented mindset to every interaction. You'll be joining an in office, global, and fast-moving team that values ownership, empathy, and communication.

What You’ll Do

Handle customer support tickets via email, chat, SMS, and phone inquiries with professionalism and urgency
Troubleshoot and resolve issues related to business operations issues, orders, payments, software, and hardware for merchants
Support API integrations with third-party platforms
Maintain strong SLAs and high CSAT scores across all touchpoints
Escalate bugs, errors, or high-risk customer concerns with detailed context
Contribute to internal knowledge-sharing and surface suggestions to improve tools and processes
Track and manage customer updates through appropriate internal channels

Requirements

What We’re Looking For

2–3+ years of experience in customer service, help desk, or tech support

Experience handling phone support, SMS / live-chat support, and email support channels

Experience supporting complex issues, products, or systems, especially for the software, hardware, or food delivery industry, supporting vendors or merchants

Familiarity with physical hardware support, connection errors, web applications, and admin system management; API knowledge is a plus

Strong verbal and written communication skills in English (C1 or greater), and able to type 45+ words per minute

Emotionally intelligent and empathetic — always focused on delivering helpful, human responses

Calm under pressure with the ability to self-manage in chaotic or fast-changing environments

Self-starter who actively seeks solutions and takes ownership of their work

Able to receive feedback constructively and adapt quickly

Assessment Disclaimer

The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes. Candidates have 24 hours from application submission to complete it.

Benefits

Competitive full time compensation

Collaborative office space and culture

Medical allowance

Exposure to a fast-growing global client in the food tech space

Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)

Birthday leave + professional development budget

Join a supportive, resourceful, and global team that values action, clarity, and empathy

This is a full-time position, working from 11 pm to 7 am SAST), assisting customers in the U.S. It will shift to 12am to 8am from November to March for US Standard time.

The role is in-office, based at our office in Foreshore, Cape Town . The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.

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Technical Support • Cape Town, Western Cape, ZA