Support Agent
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Job Location:
Durban - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Specification
Our Client aglobal AI talent development company is seeking a Support Agent to join their growing Agent plays a critical role in delivering exceptional customer experiences while ensuring smooth operational and administrative processes. You will provide timely empathetic and effective support to users across our platforms manage documentation and assist with workflow efficiency using AI and productivity tools.
This is a high-empathy high-responsibility role requiring strong communication technical aptitude and organizational skills. You will work closely with product engineering and content teams to surface user feedback identify trends and improve service delivery.
The duties of this position entail:
Key Responsibilities
Customer Support & Troubleshooting
Respond to customer inquiries via email chat and helpdesk platforms (Zendesk Intercom Freshdesk etc.).
Guide users through product navigation account setup and issue resolution.
Troubleshoot technical issues and escalate system problems to relevant teams.
.
Administrative & Workflow Support
Manage day-to-day administrative tasks including documentation spreadsheets and reports.
Maintain and update internal knowledge bases FAQs and training materials.
Organize and track support tickets ensuring timely resolution and proper follow-up.
Use AI tools such as ChatGPT Gamma and Gemini to automate tasks create content and improve efficiency.
Feedback & Reporting:
Gather and summarize user feedback for product and support teams.
Identify trends in support requests to drive process improvements.
Track and report on support metrics including response times resolution rates and user satisfaction.
Customer Onboarding & Retention Support
Support new users during onboarding with proactive check-ins and guidance.
Assist with tutorials walkthroughs and best practices to ensure user success and retention.
Cross-Functional Collaboration
Work with product engineering and marketing teams to provide context-rich user stories.
Help refine user flows messaging and service design through frontline insights.
In order to be considered for this role you must meet the following requirements:
Matric
12 years of experience in customer support customer success or administrative support roles.
Strong written and verbal communication skills in English.
Tech-savvy with the ability to learn new systems and AI tools quickly.
Excellent organizational skills attention to detail and ability to manage multiple tasks.
Experience using support platforms such as Zendesk Intercom Freshdesk or similar.
High emotional intelligence patience and a user-focused mindset.
Ability to work independently in a fast-paced remote-first environment
Experience supporting AI SaaS or EdTech platforms.
Familiarity with learning management systems coaching platforms or CRM tools.
Experience in a startup or hyper-growth company environment.
Proficiency with AI tools (ChatGPT Gemini Gamma) for documentation reporting and workflow optimization.
Fluency in additional languages is a plus.
Should you meet the above criteria please send your CV to
Disclaimer: Should you not hear from us within 2 weeks please consider your application unsuccessful.
Required Experience:
Unclear Seniority
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
