Technical Call Centre Support Agent

Purpose of the Role 

The Support Call Centre Agent is responsible for delivering first-line technical and customer support by managing inbound calls and customer emails, resolving queries and complaints, and maintaining a high standard of service delivery. The role includes troubleshooting issues, documenting interactions, escalating complex cases where necessary, and providing product-related assistance to both internal teams and external customers.

Key Responsibilities

Customer Support

• Handle incoming customer calls and emails professionally and timeously.
• Manage, investigate, and resolve customer queries and complaints.
• Identify issues requiring escalation and refer them to the Technical Support Manager as needed.
• Provide accurate and up-to-date product and service information to customers.
• Research and source required information using internal systems and resources.
• Diagnose, investigate, and reso...