📌 OPPORTUNITY OVERVIEWTalented Recruitment Specialists is actively recruiting for a Support Representative (Frontline / Call Handling) position in South Africa. This is an excellent opportunity for professionals in the Data / Business / Analysis / Ai sector looking to advance their careers.
🎯 IDEAL CANDIDATE PROFILEWe are seeking talented individuals with the following profile• Experience Level: 1 - 3 years • Educational Background: Others or equivalent • Industry Focus: Data / Business / Analysis / Ai • Location Preference: in South Africa
💼 WHY THIS ROLE MATTERSThe Support Representative (Frontline / Call Handling) position is an important role within the Data / Business / Analysis / Ai sector, offering meaningful career development and professional growth opportunities.
📈 CAREER DEVELOPMENT INSIGHTSThis role in Data / Business / Analysis / Ai offers valuable career progression opportunities aligned with your experience level and professional aspirations.
📋 APPLICATION GUIDANCEWhen applying for this Support Representative (Frontline / Call Handling) position, ensure your CV highlights: • Relevant experience matching the 1 - 3 years requirement • Educational qualifications in line with Others • Specific achievements in the Data / Business / Analysis / Ai field • Any certifications or specialized training
🌍 SOUTH AFRICA JOB MARKET CONTEXTThe Data / Business / Analysis / Ai sector in South Africa continues to show strong demand for skilled professionals. This position represents a valuable opportunity in the current job market.
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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 TroubleshootingLog 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.
Client CommunicationProvide 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.
Ticket Quality StandardEvery 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.
Calendar and Workday PlanningMaintain 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.
Systems UsedManage 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
Additional internal systems and client portals may be introduced as required.
Technical RequirementsTechnically 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
How To Apply
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Click the Apply Now button above.
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Your default email application or application link will open.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Positions"
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Send your application before the closing date.
Note: Only shortlisted candidates are contacted.
