Technical Support Agent

• Job Title: Support Agent
• Reports to:  Head of Support
• DepartmentLocation: South Africa (Cape Town) & Kenya (Nairobi)

The main purpose of this job is to provide professional support to customers via phone, email and live chats in order to create a positive and memorable customer experience.

Responsibilities

1. Responding to customer queries/concerns, product/service questions and resolving any complaints via phone, email and live chat.
2. Handle walk-in customers and effectively respond to the queries raised and suggest solutions to any issues they may have.
3. Provide accurate, valid and complete information to customers queries by following the laid down company policies and procedures.
4. Follow up with customers to ensure their queries/technical issues are resolved in a timely manner and that they are satisfied.
5. Identify and escalate priority issues to the relevant channels within the shortest time possible.
6. Create customer accounts, create orders and update customer accounts in the Client Management System (WHMCS) while observing extreme caution.
7. Offering solutions to customer issues and converting seemingly dissatisfied customers into frequent/repeat customers.
8. Analyze, document and report any product and service issues that are affecting our customers to your supervisor.
9. Inform our customers about new products and service features, deals and promotions whenever they are available.
10. Gather feedback regarding our products and services from our customers and share with the supervisor.
11. Recommend potential products/services to the supervisor by collecting information from customers and analyzing their needs.
12. Work hand-in-hand with the supervisor to ensure that you’re up to date with the company products, services, policies and procedures to ensure accurate information is provided to customers and that you are continuously enhancing your technical skills.
13. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer you interact with.
14. Maintaining a positive, empathetic and professional attitude towards customers at all times.
15. Other duties assigned by your supervisor.

Skills Required

1. No Tech Skills Needed – Build Without CodeSimply answer questions about your business—AI builds the site automatically.
2. Time-Saving – Launch a Site in Under an HourIdeal for those who need fast results and don’t want to deal with lengthy development cycles.
3. Lower Cost Than Hiring a DeveloperMonthly plans often range below developer fees, making it accessible for early-stage entrepreneurs.
4. Great for Testing Business Ideas or MVPsTry multiple variants quickly, validate demand, then iterate or migrate later.
5. AI-Powered Text and Design – Instant SuggestionsAuto-generated headings, layouts, and imagery help polish your site to look more professional.

Personal Attributes

• Limited Flexibility for Complex FeaturesCustom integrations like booking systems or multilingual support may be limited.
• May Not Support Local Currencies or .gh DomainsSome AI builders may not allow MTN MoMo or .gh domain use without workarounds.
• Platform Lock-inMigrating away later can be difficult or require starting from scratch.
• Quality of AI Output VariesAI-generated content or visuals may need manual refinement to avoid generic copy.