14 Associate agent Jobs and Work in Cape Town, Wc

Job Title: System Support Agent

Location: Cape Town

Company Overview

Lesaka is a leading South African financial technology company. We deliver financial services to consumers (B2C) and merchants (B2B) in Southern Africa through our proprietary banking and payment technologies. We offer banking, lending and insurance products to consumers and cash management solutions, bill payment technologies, value-added services, business funding and card acquiring solutions to formal and informal retail merchants.

Job Summary

We are looking for a skilled System Support Agent to join our team. The System Support Agent will be the first point of contact for customers seeking technical assistance over the phone, email, or chat. The ideal candidate will have excellent problem-solving skills and a strong technical background to provide effective support and ensure smooth IT operations.

Key Responsibilities

Provide first-level technical support to customers via phone, email, and chat
Diagnose and escalate technical issues related to hardware, software, and network systems
Log and manage incidents ensuring accurate and timely updates
Escalate unresolved incidents to the appropriate technical teams and management
Monitor and follow up on outstanding incidents to ensure timely resolution
Maintain documentation of common issues and solutions for future reference
Create or improve monitoring tools to ensure all issues are diagnosed and escalated
Support tickets to be attended to and closed within SLA’s

Required Skills and Qualifications

High school diploma or equivalent; an Associate's or Bachelor's degree in a relevant technical field is preferred
Proven experience in a similar role, preferably in an IT service desk or help desk environment
Strong knowledge of computer systems, networks, and common software applications
Experience with ticketing systems (e.g. Jira, ServiceNow, Remedy)
Excellent communication and interpersonal skills
Strong problem-solving and analytical abilities
Ability to work independently and as part of a team
Customer-focused with a commitment to providing high-quality service.
Experience with monitoring tools such as Datadog

Preferred Qualifications

Certifications such as CompTIA A+, or Microsoft Certified Professional (MCP)
Experience with remote support tools and techniques

Working Conditions

Full-time position within shift work framework.
Office-based.
Collaborative team environment with opportunities for professional development.

Apply Now

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