Support Representative (Frontline / Call Handling)

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A leading digital company is seeking a Support Representative based in Cape Town, Johannesburg, or Durban. The successful candidate will provide first-line technical support, handle client queries and support calls, log and resolve tickets, and escalate complex issues to Tier 2 when required.
The role requires strong troubleshooting skills, professional client communication, and active management of the ManageEngine support queue and 3CX call platform.

Duties and Responsibilities: Queue & Call Handling 3CX:

Remain active in the Manage Engine support queue during all assigned working hours.
Answer incoming support calls via 3CX promptly and professionally.
Accurately capture client issues in Manage Engine and CMS during calls.
Convert calls into tickets where required.
Prioritise urgent incidents appropriately based on severity and client impact.

Ticket Logging & First-Line Troubleshooting

Log all incoming support requests accurately in Manage Engine and any other ticketing platform introduced in the future.
Work through issues methodically using structured first-line troubleshooting before escalating.
Guide store-level staff through clear, structured troubleshooting steps.
Identify whether issues are hardware, network, software, third-party or configuration related.
Restore offline devices where possible within first-line capability.
Escalate promptly to Tier 2 when an issue exceeds first-line resolution capability, with a full troubleshooting history attached.

Provide clear, professional communication with clients at all times.
Set clear timelines and expectations upfront.
Confirm resolution with the client before closing a ticket you resolve directly.
Ensure clients are never left chasing for an update during a first-contact interaction.

Every ticket must include: a clear issue summary, the troubleshooting steps taken, the identified root cause where determinable, the resolution or escalation action taken, and confirmation of client communication.

Maintain accurate, up-to-date calendar visibility of queue availability and any planned time away from the queue.
Good calendar discipline supports transparency and accountability across the support team.

Manage Engine - primary ticketing system for logging, tracking, and managing all support requests subject to change.
CMS Central Management System - device monitoring and connectivity status updates across all client environments.
Arcus / Arcus HD To be introduced
3CX - telephony platform for handling incoming support calls and managing queue activity.

Client Portals

Technically confident and comfortable troubleshooting the hardware the company sells, remotely and without on-site assistance.
Solid understanding of networking fundamentals, i.e. connectivity, routers, switches, and IP behaviour.
Ability to diagnose device offline scenarios efficiently and systematically.
Ability to distinguish between hardware, network, software, third-party and configuration failure patterns.
Ability to guide non-technical store staff through troubleshooting steps clearly and patiently.
Experience with help desk or technical support environments, remote support tools, digital signage systems, media players, or Manage Engine is advantageous but not required.
Strong ownership mindset - you take full responsibility for every contact and see it through to resolution or a clean handover.
Attention to detail - accuracy in tickets and CMS records is non-negotiable.
Clear communication skills - with clients, colleagues, and within all documentation.
Professional client engagement - always polite, responsive, and solution-focused.
Composure under pressure - calm and methodical when call volume is high or multiple issues arise at once.
Effective prioritisation - understands urgency and manages queue time accordingly.
Team collaboration