RecruitMyMom

Customer Technical Support

RecruitMyMom

full-time

Posted on:

Location Type: Remote

Location: South Africa

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Salary

💰 ZAR 30,000 - ZAR 40,000 per month

About the role

  • Own and manage the daily flow of support tickets through the support desk system.
  • Prioritise, assign, and track tickets to ensure SLAs are consistently met.
  • Provide first-and second-line technical support via ticketing systems, email, and calls.
  • Maintain clear, timely, and professional communication with customers.
  • Works closely with developers to escalate complex issues and coordinate resolutions.
  • Continuously improve support desk workflows, processes, and automation.
  • Produce regular reports on ticket volume, resolution times, SLAs, and customer satisfaction.

Requirements

  • 3+ years’ experience in technical support, helpdesk, or customer-facing IT support.
  • Strong technical background or developer skill set (e.g. troubleshooting, integrations, basic coding).
  • Proven experience using support desk platforms (Zendesk, Freshdesk, Jira Service Desk, or similar).
  • Excellent customer service and written/verbal communication skills.
  • Strong organisational skills with the ability to manage multiple priorities.
  • Experience working with distributed teams across time zones.
  • Customer-centric mindset with strong empathy and communication.
  • Excellent technical troubleshooting and problem-solving ability.
  • Strong ownership of ticket traffic and SLA performance.
  • Detail-oriented with disciplined documentation practices.
  • Proactive, resourceful, and solutions-focused.
  • Comfortable collaborating with developers and translating technical concepts.
  • High level of accountability, reliability, and professionalism.
  • Continuous improvement mindset focused on efficiency and quality.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingintegrationsbasic codingticket managementSLA managementworkflow improvementprocess automationreportingcustomer satisfaction
Soft Skills
customer servicewritten communicationverbal communicationorganisational skillsempathyproblem-solvingownershipdetail-orientedproactivecollaboration