{"id":2834433,"url":"https://alion.io/job/job-mail-tech-support-customer-service-representative-4","title":"Tech Support Customer Service Representative","company":{"id":701519,"name":"Job Mail","domain":"jobmail.co.za","url":"https://alion.io/company/job-mail","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":true,"listed_via":"jobmail.co.za","ats_vendor":"Schema","truth_index":{"grade":"C","score":65,"open_postings":6887,"ghost_share":0.488,"stale_share":0,"repost_share":0.711,"time_to_fill_p50_days":7,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"part_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":6000,"max":9000,"currency":"ZAR","period":"month","gross":null,"usd_annual":6552},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-19T04:47:38Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-19T04:47:38Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives.\nDuties and responsibilities:\nResponsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA\nUnderstanding and ownership of customer queries and complete management the process to resolve issues escalated.\nAssist and resolve incidents according processes and procedures.\nResolve FTTH issues through effective troubleshooting and configuration.\nEnsure excellent customer service and effective and efficient problem-solving.\nPreserve and build relationship with customers and other stakeholders on behalf of the business.\nEffectively follow up on calls including other key commitments made to clients.\nReduce escalated incidents in line with SOPs and policy.\nProvide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.\nSubmit reports including progress reports and analysis of information and statistics.\nData capture customer info, escalated incidents and the processing of the ticket data\nEducation and Experience:\nMatric\nEnglish language proficiency\nMinimum 1 year inbound technical support experience within a center required \nTyping speed of minimum 35 wpm\nKey Competencies and Skills:\nExcellent communication skills\nTech support \npersuasiveness\ntenacious\nnegotiation skills\nstress tolerance\neffective time management\nSalary and rates including allowances, incentives:\nR35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi's each month. Shift allowance and travelling allowance.\nDays & times of work:\nThe operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) - 365 days a year, including public holidays.","description_format":"text","description_chars":2053,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-19T04:47:38Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.586,"p_room":1,"age_days":2,"expected_fill_days":7,"reasons":["seen:2","agency","wave","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":6552,"is_top_pay":false},"html_url":"https://alion.io/job/job-mail-tech-support-customer-service-representative-4","json_url":"https://alion.io/job/job-mail-tech-support-customer-service-representative-4.json","meta":{"generated_at":"2026-10-21T10:17:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14564,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":701519},"rest":"https://alion.io/mcp/rest/get_company?id=701519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjob-mail-tech-support-customer-service-representative-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjob-mail-tech-support-customer-service-representative-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjob-mail-tech-support-customer-service-representative-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/job-mail-tech-support-customer-service-representative-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjob-mail-tech-support-customer-service-representative-4"}]}