Technical support agent

This role requires a proactive, adaptable, and results-oriented individual.

• Key Responsibilities
• Manage customer faults and queries effectively via the CRM system to minimise downtime.
• Apply technical knowledge when troubleshooting system faults and customer queries.
• Utilise the National Central Electronic Monitoring System (NCEMS) to perform tasks and resolve technical issues.
• Maintain high levels of customer service by adhering to contact centre SLA’s and KPIs.
• Ensure timely player dispute resolution in line with procedures.
• Comply with internal and external policies, procedures, and regulations from all relevant authorities.
• Qualifications & Experience
• Grade 12 (Matric) certificate required.
• Previous technical troubleshooting experience.
• Call or contact centre experience essential.
• English proficiency; additional languages advantageous.
• Skills & Competencies
• Results-focused with strong planning and organisational abilities.
• Ability to multi-task using multiple systems and contact centre applications simultaneously.
• Adaptable, proactive, innovative, and able to work under pressure.
• Strong verbal and written communication skills (English).
• Effective interpersonal skills for building customer loyalty, managing conflict, negotiating, and gaining commitment.
• Team player with follow-up and goal-achievement capabilities.
• Willingness to work shifts.