Technical Support Representative

📍 Job Overview

• Job Title: Technical Support Representative
• Company: CNX
• Location: ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge
• Job Type: On-site
• Category: Customer Support & Service
• Date Posted: 2025-06-13
• Experience Level: 2-5 years

🚀 Role Summary

• Customer-Centric Support: Serve as the first point of contact for customers, delivering timely and accurate solutions through various channels, ensuring a high-quality customer experience.
• Problem Solving: Handle complex technical issues, providing clear guidance and patient assistance to customers with diverse technical abilities.
• Product Knowledge: Stay updated on evolving products and support offerings, continuously expanding expertise to efficiently assist customers and recommend new features.
• Adaptability: Approach problem-solving with creativity and curiosity, seeking unique ways to address challenges while engaging with customers.

📝 Enhancement Note: This role requires strong communication skills and a commitment to delivering excellent customer service, with a focus on resolving complex technical issues.

💻 Primary Responsibilities

• Customer Interaction: Deliver timely, accurate, and complete solutions to customers via chat, email, and phone, ensuring they receive quality resolutions with care and attention.
• Issue Resolution: Handle the most complex issues, providing clear guidance to customers via various channels to quickly resolve issues.
• Product Assistance: Assist customers with understanding the benefits of their products and assist with device setup.
• Customer Experience: Provide step-by-step guidance with patience to each customer while delivering a positive, high-quality customer experience tailored to each customer.
• Product Knowledge: Stay updated on the latest tech, continuously expanding expertise to efficiently assist customers and recommend new features that can enhance their business.

📝 Enhancement Note: This role requires strong organizational skills, with the ability to prioritize, multi-task, and manage time effectively in a fast-paced, dynamic environment.

🎓 Skills & Qualifications

Education: Matric qualification

Experience: Minimum 2 years' experience working within a contact center environment, with at least 1 year working within a technical support department

Required Skills:

• Highly proficient in written and spoken English
• Understanding of the call center industry
• Computer literacy – ability to navigate multiple systems effectively
• Ability to approach problem-solving with creativity and curiosity
• Strong commitment to delivering excellent customer service
• Ability to tailor communication style to different audiences, ensuring clarity and understanding
• Excellent organizational skills with the ability to prioritize, multi-task, and manage time effectively
• Ability to research and understand technical information using various tools while interacting with customers
• Familiarity with working with, adapting to new technologies

Preferred Skills:

• Exposure to supporting customers on chat and email

📝 Enhancement Note: While not explicitly stated, having experience with CRM software and a basic understanding of troubleshooting techniques would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: R8000 per month (ZAR)

Benefits:

• Guaranteed campaign allowance of R1000 per month
• Subsidized transport
• Pension/Provident Fund
• Medical Aid for the main member or medical insurance for the main member and two dependents

Working Hours: 40 hours per week, with availability to work shifts in a 24/7 environment

🎯 Team & Company Context

Company Culture: CNX is a global technology and services leader that powers the brands of the future. They help well-known brands improve their businesses with technology and integrated solutions, in over 70 countries.

Team Structure: The team consists of technical support representatives who work together to deliver high-quality customer support and resolve complex technical issues.

Development Methodology: The team follows a customer-centric approach, focusing on delivering timely and accurate solutions to customers while ensuring a high-quality customer experience.

Company Website: Concentrix

📝 Enhancement Note: CNX values diversity and inclusion, and they are committed to equal employment opportunities for all candidates.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: On-site, with a dynamic and fast-paced work environment

Office Location(s): ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Workspace Context:

• Collaborative workspace with a focus on customer support and issue resolution
• Access to multiple systems and tools for customer interaction and issue tracking
• Opportunity to work with and learn from experienced team members

Work Schedule: Full-time, with availability to work shifts in a 24/7 environment

📝 Enhancement Note: The work environment at CNX is designed to support the team's focus on delivering excellent customer service and resolving complex technical issues.

📄 Application & Technical Interview Process

Interview Process:

1. Online application submission
2. Phone or video screening to assess communication skills and customer service aptitude
3. In-person or virtual interview to discuss problem-solving skills, technical support experience, and cultural fit

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation: N/A for this role

ATS Keywords: Customer Service, Technical Support, Problem Solving, Communication Skills, Computer Literacy, Organizational Skills, Time Management, Adaptability, Call Center, Technical Issues, Customer Experience

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understanding and sharing the feelings of customers to provide personalized support
• Patience: Remaining calm and composed while assisting customers with complex technical issues
• Proactivity: Anticipating customer needs and taking initiative to resolve issues promptly
• Continuous Learning: Staying updated on the latest tech and products to efficiently assist customers

Collaboration Style:

• Team-oriented setting with open communication and feedback
• Focus on customer-centric problem-solving and issue resolution
• Encouraging a positive and supportive work environment

📝 Enhancement Note: CNX values a diverse and inclusive team culture, with a focus on delivering excellent customer service and resolving complex technical issues.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex technical issues and providing clear guidance to customers with diverse technical abilities
• Staying updated on evolving products and support offerings, continuously expanding expertise to efficiently assist customers
• Adapting to new technologies and tools in a fast-paced, dynamic environment

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced team members
• Opportunities to learn and work with new technologies and tools
• Potential career growth within the customer support and service industry

📝 Enhancement Note: CNX offers opportunities for growth and development within the customer support and service industry, with a focus on delivering excellent customer service and resolving complex technical issues.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to explain a complex technical concept to a non-technical customer. How did you approach this, and what was the outcome?
• How do you stay organized and manage your time effectively when handling multiple customer support tickets simultaneously?
• Can you walk us through your problem-solving process when faced with a complex technical issue that you've never encountered before?

Company & Culture Questions:

• How do you ensure that you're providing a positive and high-quality customer experience, even when dealing with frustrated or upset customers?
• Can you describe a time when you went above and beyond to assist a customer, and how did this impact their experience?
• How do you stay updated on the latest tech and products, and how does this help you in your role as a technical support representative?

Portfolio Presentation Strategy: N/A for this role

📝 Enhancement Note: Prepare for the interview by reflecting on your customer support and technical support experience, with a focus on problem-solving, communication skills, and customer service aptitude.

📌 Application Steps

To apply for this Technical Support Representative position:

1. Submit your application through the application link
2. Tailor your resume to highlight your customer support and technical support experience, as well as your communication skills and problem-solving abilities
3. Prepare for the phone or video screening by practicing your customer service skills and thinking about how you approach problem-solving and issue resolution
4. Research CNX and the role of a Technical Support Representative to ensure a strong understanding of the company and the position's requirements

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.