20 Customer Support Specialists jobs in Benoni

An after-sales support role responsible for liaising with clients to troubleshoot faults and assist with repair services, new installs, ad-hoc installations, and de/re-installation services for all Optix product ranges.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

• Grade 12 (Matric)
• Good command of English (verbal and written)
• Excellent communication skills with clients and internal teams
• Strong decision-making and problem-solving abilities
• Good organizational and time management skills
• Ability to work well under pressure and adapt to change
• High level of discretion and trustworthiness
• Strong attention to detail
• Proficient in Microsoft Office Suite and internal company systems
• Sound understanding of Optix products and services

• In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.

• Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.

• Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.

• Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.

• Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.

• Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation.

• Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.

• Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.

• Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

• Independent Decision-Making
• Collaboration with Optix Internal Departments
• Organizational skills
• Time Management
• Good command of English
• Excellent communication Skills with Clients and Internal teams
• Ability to work under pressure and adapt to change.
• Discretion and trustworthiness
• Attention to Detail
• Good Knowledge of Microsoft Office Suite and Internal Company Systems and Product Knowledge

The primary purpose is to engage with clients in a professional manner on a daily basis. This involves efficiently fulfilling job requests and tasks within specified time frames, adhering to established standards, client requirements, and the velocity system. The role also encompasses delivering constructive feedback to clients regarding completed or ongoing work. The Technical Software Support Tier 2 Agent plays a pivotal role in maintaining a consistently high level of quality and efficiency within the Support Department, contributing to its overall effectiveness and operational excellence.

• Advanced Issue Resolution: Take ownership of escalated technical issues from Tier 1 support agents and clients, applying in-depth technical expertise to diagnose, troubleshoot, and resolve complex software-related problems.
• Client Collaboration: Engage directly with clients to understand their escalated concerns, providing clear and empathetic communication while managing expectations regarding issue resolution timelines and processes.
• Collaboration with Technical Teams: Communicate effectively with internal technical teams, as well as external partners like Lytx, to escalate issues that require specialized knowledge or resources beyond Tier 2 capabilities. Facilitate a smooth transition of information for prompt resolution.
• Problem Solving: Analyse intricate software issues, leveraging a comprehensive understanding of software architecture, networking, and system integration, to identify root causes and devise innovative solutions.
• Documentation and Knowledge Base: Document detailed technical information, troubleshooting steps, and resolutions in a structured manner within the ticketing or CRM system.
• Quality Assurance: Ensure that escalated issues are resolved with accuracy and efficiency, adhering to company standards and guidelines. Strive for excellence in problem-solving and client satisfaction.
• Mentorship and Training: Provide guidance and mentorship to Tier 1 support agents, sharing technical insights, best practices, and problem-solving strategies to enhance their skills and capabilities.
• Continuous Learning: Stay current with the latest software updates, features, and industry trends to remain well-informed and capable of addressing complex client inquiries.
• Performance Metrics: Contribute to team goals by meeting or exceeding key performance indicators related to issue resolution timeframes, client satisfaction ratings, and ticket management.
• Process Improvement: Identify patterns and trends in escalated issues, collaborating with internal teams to develop strategies for enhancing software usability, reducing support inquiries, and improving overall client experience.
• Client Feedback: Proactively gather feedback from clients on their experiences, identifying areas of improvement and potential enhancements to software functionalities.
• Cross-Functional Collaboration: Work collaboratively with other departments, such as Logistics, to communicate recurring issues and contribute to the enhancement of software products.

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

What does a Customer Support Agent do?

A Customer Support Agent, or CSA, will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSAs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. CSAs can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these CSAs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Support Agent list:

• Manage large amounts of incoming phone calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Requirements and skills

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Qualifications and Requirements:

• Proficient in Microsoft Exchange, Outlook, and standard email protocols (POP3, IMAP, SMTP)
• Experienced in managing and troubleshooting within Windows Server environments, including user administration
• Skilled in diagnosing and repairing hardware issues across desktops, laptops, and peripheral devices
• Strong written and verbal communication abilities
• Committed to delivering excellent customer service with a professional and approachable attitude
• Self-motivated and capable of working independently while staying accountable and results-driven
• Must possess a valid driver's license and have access to a reliable vehicle, as regular travel to client locations is required

Key Responsibilities:

• Provide end-user support for email systems, including configuring and troubleshooting Microsoft Outlook
• Manage and support Microsoft Exchange (Microsoft 365), including user account setup, mailbox troubleshooting, and migration support
• Perform routine server administration tasks within Windows Server environments, including managing users/groups, shared printers, and access permissions
• Diagnose and resolve hardware issues involving desktops, laptops, network equipment, and peripheral devices
• Serve as the main point of contact during onsite client visits, escalating advanced issues as necessary
• Communicate clearly with clients to provide updates on service progress, resolutions, and any required follow-up actions
• Accurately document all support activities and client communications in the appropriate systems
• Participate in proactive system maintenance, software upgrades, and contribute to IT project implementation tasks

Language:

• English (Required)
• Afrikaans (Required)

Work Hours:

08:00 - 17:00

Job Types: Full-time, Permanent

Pay: R6 000,00 - R15 000,00 per month

Work Location: In person

CONTRACTOR

JHB

MANUFACTURING

Gauteng, Boksburg

Monthly Cost To Company (Market related)

Are you a tech-savvy problem solver with a passion for delivering exceptional support? We're looking for an experienced IT Support Specialist to join our client's dynamic Boksburg team on a 6-month contract. If you thrive in a fast-paced, collaborative environment and take pride in keeping systems running smoothly, this is your opportunity to make an immediate impact.

Role Overview

As an IT Support Specialist, you'll be the go-to person for all on-site technical support. You'll troubleshoot hardware and software issues, manage service requests, support Microsoft 365 environments, and ensure smooth IT operations across systems and networks. This role is hands-on and requires a proactive, customer-focused professional who can balance multiple priorities while maintaining high service standards.

Key Responsibilities

• Deliver hands-on technical support for computers, applications, and network-related issues.
• Resolve complex incidents and manage service requests efficiently within SLA timelines.
• Support Microsoft 365 tools, MS Teams, SharePoint, and OneDrive environments.
• Maintain accurate asset records in ServiceNow.
• Collaborate with the IT Manager and global support teams to ensure system reliability and business continuity.
• Manage vendor relationships and liaise with local providers for IT equipment, maintenance, and procurement.
• Provide mobile device and telephony support, including MDM administration.
• Uphold IT security protocols in line with company policy.

Requirements

• Minimum 2 years' experience in an IT support or similar role.
• Solid understanding of computer hardware, software, and networking systems.
• Experience with Microsoft 365, SharePoint, and MS Teams.
• Knowledge of ITIL frameworks and IT best practices (certification preferred).
• Relevant IT qualifications (degree or certifications such as CompTIA A+, Network+, CCNA, or MCITP advantageous).
• Strong troubleshooting, communication, and analytical skills.
• Ability to manage multiple priorities and adapt to evolving technologies.

What's in it for You?

• Work with a respected global brand.
• Gain exposure to a world-class IT environment.
• Collaborate with international teams.

For more information please contact:

Ann Swann Personnel

Sandvik Mining and Rock Solutions is a global leading supplier in equipment and
tools, parts, service and technical solutions for the mining and infrastructure
industries. Applications include rock drilling, rock cutting, loading and hauling,
tunneling and quarrying. We are proud to be recognized on the Forbes Top 50
Global Employers List.
The role
To focus on the sales and inventory management of the product lines (Ground

Engaging Tools (GET), Buckets and Fire Suppression) by being a key interface

between the key internal and external stakeholders. Managing the portfolio with

regular updates on competitor activity and progress on the development plan for sustainable growth. Working with the sales teams to develop a sales funnel that will meet or exceed that the sales targets that have been set for the portfolio.

Key Performance Areas

• Be the key contact between regional Sales teams and Divisional Portfolio teams to support portfolio offerings locally.
• Avail and distribute all relevant portfolio offering information (including offering make up and combinations, technical material, marketing/branding material etc.) to sales teams in a timely way.
• Support Business Line with strategic business plan and implementation thereof in collaboration with the sales force and the operations team
• Liaise between sales teams and portfolio teams on any queries related to portfolio offerings
• Align with regional pricing team to ensure pricing for each offering is within pricing guidelines as part of the quoting process
• Manage changes and updates to portfolio specifications after initial introduction to Sales Areas
• Provide training and updates to sales personnel to transfer knowledge and understanding of portfolio offering
• Manage a team of technicians who specialise in GET, Buckets and Fire Suppression.

Your Profile

• Bachelors' Degree or 3-year Diploma (business or commercial)
• At least 3 years' experience in a sales or customer service environment
• 1 - 2 years Supervisory experience
• Knowledge of Aftermarket parts, components and products
• Business development experience
• Understanding and knowledge of sales tools and processes
• High level of professionalism, honesty, and integrity
• Attentive to detail
• Ability to positivity influence stakeholders
• Ability to organize, prioritize and complete multiple tasks under tight time constraints
• Good time management, prioritizing, and organizing skills.
• Flexible, and self-motivated with demonstrated initiative and independence.
• Ability to troubleshoot, identify and initiate solutions.
• Ability to communicate effectively with stakeholders
• Excellent written and verbal communication skills both face-to-face and virtually
• Computer literacy
• English proficiency
• Valid driver's licence

How To Apply
Please apply online through Workday (ESS) or access the Sandvik website

Applications close: 10 October 2025
Please note that, should you not receive any response from us within 14 days, your application has been unsuccessful. We, however, thank you for your interest in our company.

Sandvik is an equal opportunity employer, striving for practices and programs that are bias free and in which employees are treated fairly to ensure fair opportunity with the best outcome for every individual securing no discrimination on grounds including but not limited to, age, gender, gender expression, race, ethnicity, language, religion, sexual orientation, or disability. To ensure an inclusive, equitable and diverse work environment where people can develop and perform well, our focus areas are: great leadership, lifelong learning & development, career opportunities & open job market and safe & fair work environment.